Service Management Buyers Guide 2010 - daruMath

SERVICE MANAGEMENT
Digital EDition
To receive the printed version of the magazine visit
www.servicemanagement365.com
inSiDE
SUrVey reSULTS
Analysis of our latest
industry-wide survey
SerVICe SUppLIerS
Comprehensive listings
of service industry
suppliers

SERVICE MANAGEMENT
Digital EDition 02
eDITOr’S COmmeNT
All set for 2010?
One of the most frequent requests I receive from industry
contacts is for more information on what’s happening within
the field service sector and our latest project is designed to
answer some of those questions. Turn to p2 for the results.
While the publication of our survey results adds further
value to our Buyer’s Guide, the wealth of information on the
industry’s suppliers and their wide variety of products will
also prove invaluable to many service managers in the year
ahead. With economic experts predicting a slowly improving
economy throughout 2010, the need to control field service
operations in a cost effective manner will remain high on the
agenda. While some have achieved this through reductions
in the workforce, others have looked at the bigger picture
and invested in technology to deliver efficiencies.
The need to source the most appropriate
technology that will match the
expectations of field service providers
remains an essential major element at the
start of any project. For those considering
cost-effective investment, the Service
Management Buyer’s Guide provides
quick and efficient access to those
best placed to deliver this.
Dennis Flower: Editor
dennis.fl ower@ubm.com
In this issue
SUrVey P03
The results of our latest
survey, highlighting the
current industry position
and trends for 2010
SerVICe
mANAGemeNT
SOFTWAre P07
A round-up of suppliers of
everything from CRM to
scheduling software
mObILe
COmmUNICATIONS
P10
Details of where to
source the latest mobile
applications
FIeLD SerVICe
SUppOrT P14
Everything from helpdesk
to spare parts management
systems
A-z LISTINGS P17
Alphabetical list of suppliers
“Service has
been the saving
grace in recent
recessionary
times, providing
an effective
source of revenue
and causing a
change in focus
away from service
as a stand-alone
offering.”
SUrVey reSULTS P03
SUrVey P03
A2Z
LISTINGS P17
Alphabetical list of suppliers
cOnTAcTS
● Editor Dennis Flower
dennis.fl ower@ubm.com
● Art Director
Rob Patterson
rob.patterson@ubm.com
● Commercial Manager
Kevin Pearce
kevin.pearce@ubm.com
● Advertising Sales Manager
Rebecca Soni
rebecca.soni@ubm.com
● Marketing Manager
Katy Wilkinss
katy.wilkins@ubm.com
● Publisher Jonathan Collins
jonathan.collins@ubm.com
● Group Director Mark Snell
mark.snell@ubm.com
● General Enquiries
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SERVICE MANAGEMENT
Digital EDition 03
SERvIcE IS
bEcOMInG THE
cORnERSTOnE
Of MOdERn
buSInESS
Th e latest Service Management industry
survey has again delivered fascinating
results, the major points of which are
discussed by Steve Downton.
As we move into a new decade, with the
recession still having an effect on many
companies, it is perhaps helpful to note
the changes and consider the impact on the service
environment over the last couple of years.
In many cases, service has been the saving grace
in recent recessionary times, providing an effective
source of revenue and causing a change in focus away
from service as a stand-alone offering into a much
more strategic perspective. The emphasis has moved
towards how service can provide support to the whole
business, even to the extent of regarding service as a
product.
The following data, derived from a recent survey
of service executives undertaken by Service
Management, shows how the changed environment
and the different trends of service and customer
demands appears to be setting the way forward,
with little likelihood of regression to pre-recession
thinking. The questionnaire was designed to probe
service executives on their opinion of a number of
areas associated with delivered services, consideration
of the use of technology tools and the positioning of
service in the business as a whole.
The underlying opinion conveyed through the
questionnaire is that the post-recession era service
operations will be brand driven, with service delivered
across the business, instead of service as an add-on to
an existing product brand.
The correlation between service and the business
– the vast majority of respondents have highlighted
company strategy, fi nancial performance and
customer requirements as the three top infl uencers
on the service operation (with Implementation of new
technology closely behind). A shift is evident towards
the service operation becoming recognised as an
important asset of the business.
The answers to question 2 indicate that most
organisations believe that service will continue to
contribute to the revenues of the organisation at, or
slightly higher than, last year’s level, which records
service as a major contributor of business revenues
(nearly 60% on average).
The answers to question 3 suggest that there is no
single important driver of services revenue growth.
However, the drivers suggested are all based closely
round the customer either through new offers, new
customers, or from existing customers stipulating that
new ideas will be necessary; developing new offerings
will attract new customers, and create new demand

SERVICE MANAGEMENT
Digital EDition 04
FIG 1: What do you expect to have the
greatest impact/influence on your field
service operation in the year ahead?
50
40
30
20
10
0
30.2%
Company strategy
29.5%
Financial performance
34.5%
Customer requirements
12.2%
7.2%
10.1%
25.9%
Market competition
Regulation & legislation
Workforce capabilities
Implementation of new
technology/solutions
from existing customers.
The answers to question 4 confirm that customers
are continuing to be demanding and that their
demands will not cease. Many suppliers are
recognising that differentiation can be obtained
through service level agreements, by working very
closely with the customer they are able to tailor
service explicitly to customer needs.
The answers to question 5 underline that services
offered are becoming critical to competitive
differentiation, with nearly 70% of respondents of the
opinion that service as a differentiator has become
either much more important or somewhat more
important than before. Reinforcing that even in an
era of commoditisation, service is able to provide
the necessary differentiation to attract and keep
customers.
Question 6 considered the issue of staffing levels.
Some reduction in the overall numbers of field
engineers was reported for 2009 – caused by cost
FIG 2: What proportion of your
organisation’s total revenues will be
driven by services in the year ahead?
50
40
30
20
10
0
10.9%
Reduced contribution
35.5%
About the same as today
42.8%
Somewhat more than today
13%
Significantly more than today
FIG 3: What do you anticipate the most
important driver of services growth
to be?
50
40
30
20
10
0
Serving new customers
40.6% 40.6%
Delivering new service offerings
41.4%
Generating more service
revenues from existing
customers
pressure. However, the increased demands placed
on service operations during a period when product
lifetimes have been extended, has meant that field
service numbers were maintained at the same level
across the period to a large extent. There has also
been a significant reduction in unforced attrition
levels, as salaries remained fairly static and staff were
not prepared to gamble with job security. Many more
staff will be coming up to retirement age over the
next five years, although many of these will continue
to work until the economic situation becomes better.
There is expected to be a ‘shift to the left’ (increased
use of virtual tools) but this will only begin to be
evident towards the end of 2010, as the investment in
technology begins to be applied more effectively.
Question 7 was targeted at understanding the
level of investment to be anticipated. In line with
question 6, the consensus is towards a slight increase
in investment which will continue if the economic
environment achieves greater stability. The main
FIG 4: What do you expect your
customer service level agreements
(SLAs) to look like in the year ahead?
60
50
40
30
20
10
0
30.4%
Much more demanding
and/or complex
55.8%
Somewhat more demanding
and/or complex
14.5%
Equally or less demanding
and/or complex
“Service is able to
provide the necessary
differentiation to attract
and keep customers.”
FIG 5: How important do you expect
services to be to your organisation’s
competitive differentiation?
50
40
30
20
10
0
40.6%
31.6%
27.1%
A much more important source
of differentiation
A somewhat more important
source of differentiation
Of equal importance
2.3%
Of less importance
FIG 6: How do you expect your number
of field service agents to alter in the
year ahead?
50
40
30
20
10
0
6.5%
Significantly more agents
27.5%
Somewhat more agents
50.7%
About the same
number of agents
15.2%
Reduced number of agents
conclusion to draw from the answers is that almost
none of the survey participants is expecting investment
to be reduced which means that investment is on-going
in the service environment (given its very low base over
the last five years, this is not surprising).
The answers to question 8 are completely in line
with what has been happening towards the end of
2009 and is expected to continue into 2010: certain
solutions have remained very strong despite much
consolidation in the service technology market place.
With major players entering the service management
market place, investment is only likely to increase.
Question 8 illustrates the focus of solutions is to manage
communication to and from the customer through an
integrated solution, utilising staff and tools to optimise
deployment thereby providing an overall umbrella of
cost-effective support for the customer.
Questions 9, 10 and 11 explore question 8 further, to
examine the detail behind the answers.
Question 9 considers the detail of the service

SERVICE MANAGEMENT
Digital EDition 05
FIG 7: How do you anticipate investment
within your service department to alter
over the next 12 months?
50
40
30
20
10
0
18.4%
40.4%
Significantly increased
investment
Slight increase
30.9%
About the same as today
management solutions in place and their ability to
manage the service operation. What is significant
is that the majority of respondents still use a
system designed and built in-house. This derives
from a time when service management solutions
were predominantly self-built by IT and service
departments keen to demonstrate their value
and uniqueness. As the service software industry
came of age, this uniqueness was then combined
with a standard solution to produce a complex
bespoke solution. Many businesses are busy
reviewing their service technology strategy, to
decide on how to take advantage of improving
software and internal support from the rest of the
business to achieve a fully integrated business
solution (closed loop).
Question 10 reveals the importance that is now
being placed on scheduling solutions. Given
the choice of mobile or scheduling the majority
11%
Reduced investment
FIG 8: In which area of technology will
your company invest next year?
50
40
30
20
10
0
Service management software
38.7%
36.3%
29.8%
Automated workforce
scheduling/optimisation
Mobile communications
Tracking & fleet management
18.5%
16.1%
14.5%
Outsourced service provision
Inventory management logistics
FIG 9: What type of solution do you
currently use to manage your service
operation?
50
40
30
20
10
0
40.4%
24.3% 24.3%
Internally developed
self-built solution
Bespoke solution created to your
requirements
Best of breed service management
software vendor application
19.1%
Integrated module of corporate
CRM/ERP solution
of companies selected mobile solutions as the
first step as indicated in the next set of answers.
Question 10 shows that (apart from a small
percentage of participants – 15%) the remaining
participants not already using scheduling systems
are either considering this as an option, or are
actively planning an implementation. This is
a significant shift of opinion from as little as a
year ago. When we study question 11 which
asks about mobile solutions a similar scenario is
revealed – the only major difference being the
increased number of those already using a mobile
solution.
The percentage of those that perceive see no
value is still 15% - (in normal product-introduction
parlance) this group is referred to as the laggard
rump of the market, and difficult to influence, and
will include the perennial tyre-kickers or those
caught up in other time consuming business
FIG 10: Do you currently operate an
automated workforce scheduling/
optimisation solution?
50
40
30
20
10
0
38.2%
Existing application in place
20.6%
New implementation planned
25%
19.9%
Considering subject to system
specification and budget
Of no percieved benefit
2010: Revving up
the focus on revenue
Sumair Dutta, senior research analyst - service
management, AberdeenGroup, provides opinion
on how the coming year will develop according to
his organisation’s industry research
More with less. We have
consistently heard those words
used across organisations,
particularly due to the uncertain
global economy. This holds true
for service and manufacturing
firms, that have spent most
of 2008 and 2009 attaining
the ‘less’ part of the equation
through cost cutting exercises.
For a number of organisations,
these cuts have come in the
way of significant workforce
reductions. But as we turn
the corner to 2010, we are
beginning to see signs of
investments in efficiency and in
service-led revenue; shifting the
focus to the ‘more’ part of the
equation. At Aberdeen’s 2009
Chief Service Officer (CSO)
Summit, 31% of assembled
CSOs indicated that revenue
generation was their top goal
for 2010, more so than cost
and customer management
goals. This has also been
confirmed by recent research
on workforce optimisation, a
function usually associated
with cost cutting and cost
management. Thirty-four
per cent of organisations in
a November 2009 survey on
workforce scheduling indicated
that revenue generation was
a major pressure driving these
organisations to improve the
utilisation of their workforce.
That said, cost management,
particularly management
of cost tied to labour, is still
vital to the sustainability of
the service organisations.
However, in the pursuit of
sustainable cost structures,
organisations are three
times as likely to want to do
more with current resource
levels in 2010 as opposed to
slashing workforce and other
resources.

SERVICE MANAGEMENT
Digital EDition 06
FIG 11: Do you currently operate an
integrated mobile data communications
application?
50
40
30
20
10
0
50.7%
Existing application in place
9.6%
New implementation planned
22.8%
Considering subject to system
specification and budget
19.1%
Of no percieved benefit
activities such as mergers or acquisitions or moving
away from supplying service themselves and looking
to an outsourcing option (as illustrated in question
13).
Parts deployment and movement is often
regarded as an afterthought of the service operation,
but such considerations become more important
as the service environment accepts remote support
and delivered parts as important facets of service
and acknowledges that integration of the total
service delivery mechanism is now a necessity to
ensure cost-effectiveness. Question 12 shows that
the two most common methods of part deployment
are courier and field engineer, highlighting that the
low-cost courier is an effective option when no visit
is required.
The overall picture painted by this survey is of a
business community which is looking afresh at their
service operation and the way it integrates into the
business. There is more awareness of the value of
FIG 12: What is your current primary
system for transferring service parts?
50
40
30
20
10
0
33.3%
16.7% 16.7%
Field engineer collection from
central depot
Engineer collection from
un-manned box netwok
In-boot delivery to engineer
42.9%
Courier delivery to customer location
12.7%
Fully outsourced logistics service
FIG 13: Would you consider
outsourcing service provision to third
party providers?
50
40
30
20
10
0
33.3%
16.7% 16.7%
42.9%
12.7%
Currently outsource entire
service operation
Compliment own service network with
outsourcing of certain business processes
Have returned to own service network
having previously outsourced
Would consider outsourcing
in the future
Have never considered outsourcing
service as a revenue generator and that revenues
once agreed have appeared relatively secure over
the last year. The role of service is changing from
being viewed as a stand-alone operation into a
valuable strategic weapon capable of making a
difference to the whole business. n
DOWNTON CONSULTING
Steve Downton has established a reputation
for providing effective business advice within
the Services Sector specialising in guiding
senior management teams and supporting
service operations both large and small to
manage their customers, improve performance
profitability and deliver service excellence.
steve.downton@downtonconsulting.com
or www.downtonconsulting.com

SERVICE MANAGEMENT
Digital EDition 07
SERvIcE
MAnAGEMEnT
SOfTWARE
The trend within this area of supply seems to be for the various solutions
to gain increasingly more functions, with many of these available on
a modular basis. Service providers are accordingly presented with the
choice of adding these as and when their operation requires.
The depth and variety of choice available to field
service suppliers seeking to implement service
management solutions is comprehensive
and continues to offer more food for thought. There
has been a constant flow of announcements from
suppliers either launching new product that includes
increased functionality and features offered, or entering
into collaboration with other providers supplying
complementary products. Either of these invariably
mean that the end user is presented with a growing
number of options.
The field service industry has also learnt some hard
lessons about implementation. As a result, there seems
to be much more awareness around the subject of
change management, for example. The need to discuss
the project with the workforce and ensure that everyone
appreciates the benefits available, to both individuals
and the business as a whole, is now widely understood.
There continues to be some debate as to how this should
be handled in order to gain buy-in from the workforce
and ensure that the investment is successful, but the
situation is at least moving in the right direction.
Another area that has seen increased development
is that of browser-based server solutions, encouraging
more companies to consider enhancing their offerings
through the introduction of remote service options and
other online features. Several suppliers of traditional
licensed solutions are now offering Software as a Service
systems and new providers are also emerging as this
becomes more attractive to the field service sector. This
would indicate that there is scope for more activity in this
and other associated areas throughout 2010.
One of the results of the various new developments
outlined above has been that companies are now
able to choose the timing of the introduction of new
features. Rather than having to come to terms with the
“The result has allowed
many service suppliers
to improve the way they
manage and support
their mobile workers.”
entire content of a comprehensive solution, companies
are now more able to introduce these on a gradual
basis. The timing can either be selected to give the
workforce or regional departments time to adjust, or
used to add additional features as and when required
as the business develops in the future. If handled
correctly, the workforce is presented with a more
manageable proposition, while the company
benefits from only paying for the features actually
used.
The subject of integration has also become
an increasingly important topic, as field service
suppliers continue to evolve and demand more
effective interaction from their solutions. This
has seen a number of systems being chosen not
only for performing their core functions, but also
for their ability to integrate with other systems.
The result has allowed many service suppliers
to improve the way they manage and support
their mobile workers and raise customer service
levels through improved communication, while
also creating invoices more promptly through the
successful integration of different systems. The
above has additionally allowed many companies
to migrate to more comprehensive options,
such as customer relationship management
or enterprise resource planning solutions. The
2009 Service Management magazine feature
on service management systems carried the
headline ‘All singing, all dancing’ to illustrate
the way in which this area of the market is
developing. As increasingly more companies
realise the options available to them to improve
their service delivery and make savings
through gains in efficiency, the uptake of more
comprehensive solutions will continue to rise in
number. Examples of this have already been seen
in the case study articles published by Service
Management magazine in 2009 and will be
followed by more in the year ahead. n

SERVICE MANAGEMENT
Digital EDition 08
COmpANy NAme
Browser Based
Server Solutions
Contract SLA
& Warranty
Management
360 Scheduling Limited X
Aboutime X
Access UK Ltd X X
Aeromark Limited X X X X
Apt Projects Ltd X X
Astea X X
B2M Solutions X
Business Analysis Limited X
ByBox Field Support X
Capita IT Services X
ClickSoftware X X X X
Cognito Limited X
DA Systems X
Dexterra X X
Epix Systems X
eSquiggles / Pulsion Technology X
Exel Computer Systems plc X X X X X X X
Field Service Management Limited X X
Fixzone X X
Frontline Consultancy and Business Solutions X X
General Dynamics Itronix X
Hamilton Hall X X X X X X X X
Hawfield X
Hornbill Systems Ltd X X
House-on-the-Hill Software Ltd X X
Inform X
Iris Software X
JobFlow X X
Key Computers X X
Lawson X X
Logility Inc. Xx
MapMechanics X X
Marval X
Midwich
MJC2 X X
Mobile Enterprise Systems X X
Momote X
Netviewer X
Oracle X X X
Orion Web Technologies Ltd X
Panasonic Uk Ltd X X
Paragon Software Systems X
CRM & eCRM
Enterprise
Resource
Planning (ERP)
Facilities & Asset
Management
IT Services
& Support
Scheduling
Software
Service
Management
Software
SM 30/11/09 14:51 Page 1
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Who Should Attend
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business environment.
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Instructor-led public Field Service Manager classes
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SERVICE MANAGEMENT
Digital EDition 09
COmpANy NAme
Browser Based
Server Solutions
Contract SLA
& Warranty
Management
Pinpointers Telematics X
PPR Solutions X
QMS Software X X
RDC ICT Asset Recovery Services X
RedZebra Software Ltd X
Sandpiper Corporation Ltd X
SAP X X
SELECT Computer Systems Ltd X
Servicebench B.V. X X
SERVICEPower X X X X
Servigistics X
Skeye X
Skillweb.co.uk X
Solarvista Software Limited X X X
SOTI Inc. X
Stratum www.stratum.ie X X
Sunrise Software X
Tabs FM Ltd X
Tata Consultancy X
TBS X X
Telecetera Ltd X
Tesseract X X
TOA Technologies / Aboutime X
Tracer X
Trimble MRM Ltd X X
Ventyx X
Vigo Software Ltd X
VixenSoft X
Vivantio Service Desk X
Wheatley Associates X
Wireless Service Management Ltd X X
Workwise-Online .com X X
Xmbrace Limited X
Xperience... Mobile Computing Solutions X
Zafire Ltd X X X X
CRM & eCRM
Enterprise
Resource
Planning (ERP)
Facilities & Asset
Management
IT Services
& Support
Scheduling
Software
Service
Management
Software

SERVICE MANAGEMENT
Digital EDition 10
MObIlE
cOMMunIcATIOnS
The role of mobile communications within the field service industry
remains an essential one that continues to be the cornerstone without
which many systems and processes could not function effectively. There
is now a fascinating comparison to be made between the companies that
have embraced the technology and those that have not.
W
hen examining the field service industry
it is important to remember that the
majority of companies fall into the 50
employees and less category, which means that
many of these are unlikely to have either the funds
or the need to invest in complex enterprise-wide
solutions. While the majority of large and medium
sized operations are now using their second, third or
fourth generation of mobile communications solutions,
smaller companies provide the most examples of those
considering these for the first time.
While this is a sweeping statement and does
not include the many smaller enterprises that have
invested in mobility solutions for a number of years,
it should be recognised that the options previously
available did not necessarily suit the requirements
of those with less than 50 in the workforce. Many
end users were of the opinion that the technology
available at the time was not sufficiently robust in a
number of areas to engender the confidence to invest.
lack of coverage in too many areas combined with
other difficulties, including the sending of pictures
and other large files, were seen as stumbling blocks
that convinced them that remaining with paper-based
reporting was the best option for their company.
Over the course of the last two years, however, this
opinion has been heard far less often and increasingly
more service managers have changed their point
of view. networks are now recognised to be more
robust than was previously the case, supported by
the growing number of companies choosing mobile
devices that include image capture and other features
that considerably increase the functionality options
available to mobile workers.
“Networks are now more
robust and a growing
number of companies are
choosing mobile devices
that include image capture
and other features.”
Opinion has also changed toward the devices
themselves, some of which were considered to
be too cumbersome and limited – in terms of
both their ability to run more than one application
and the inability to remain functional throughout
the working day without having to be recharged.
The considerable number of options currently
available range from the smartphone through
to fully ruggedised laptops, meaning that field
service providers are far more likely to find a
device suited to their needs. Mobile workers are
now able to carry out a wide choice of operations
that allow companies to receive real-time updates
to both measure performance and identify where
improvements need to be made.
As a result, employers can now take advantage
of this improved clarity of their service operation,
ensuring that they meet their duty of care
requirements through such options as the ability
to pinpoint the location of workers in the field and
providing ‘panic buttons’ to alert the office when
assistance is required. On the other hand, some
companies have reported that productivity has
improved purely through field workers knowing
that their movements are tracked. The ‘no
place to hide’ aspect convinces them that every
movement is analysed and it is now no longer
possible to call into the café between calls.
The mobile worker is now increasingly able to
deliver a number of service options with far more
accuracy and confidence to the benefit of the
company, the employee and, most importantly
of all, the customer. Mobility solutions are
accordingly seen as essential for the continued
smooth running of many businesses that would
find it very difficult to function effectively
without them. n

SERVICE MANAGEMENT
Digital EDition 11
COmpANy NAme
Data Capture,
Barcoding &
RFID
Handheld
Terminals & PDAs
Mobile
Communications
Software
Routing and
Mapping
Software
360 Scheduling Limited X
Aboutime X
Advanced Field Solutions X
Aeromark Limited X X X X X X
AirVersent X
B2M Solutions X
BancTec Ltd X X
Blackbay X X
Blackberry X
Brabourne Communications Ltd X
Brella Telecom Ltd X X
Brother UK Ltd X X
BT X X
CarrierWeb Telematics X X
C-Cubed Ltd X
CF Cases Ltd X X
Citroën UK Ltd X
ClickSoftware X X X
Civica X X X X X X X X
CMS SupaTrak X X
Codegate Ltd X X
Cognito Limited X X X X X
Consilium Technologies Ltd X X
C-track X X
Cybit Ltd X
DA Systems X X X X
Datalogic Mobile X X
Destiny X X
Envision X X
eSquiggles / Pulsion Technology X
Exel Computer Systems plc X X X X X
Field Service Management Limited X
Fixzone X X X
General Dynamics Itronix X
Getac X X
Global Bay Mobile Technologies X X
Hamilton Hall X X
Helpten X
Honeywell X X
Intermec Technologies X X X
Kirona X X
m-power X X
Rugged Field
Computers
Vehicle Tracking
and Fleet
Management
Wireless Integrators,
Services &
Solutions
Lone Working
Systems
Mobile Printers
Put them in the hands of your workers and watch
downtime disappear.
The Put new them Intermec in CN50 the keeps hands business of your movingworkers
and watch
downtime disappear.
You wouldn’t give your engineers tools that aren’t tough enough for the job so why
compromise on your choice of mobile computer? If this key device fails they’ll be
unable The new to complete Intermec the CN50 task keeps at hand business resulting moving in delays, missed SLAs and unnecessary
changes You wouldn’t to job schedules, give your engineers not to mention tools that the aren’t impact tough on your enough bottom for line. the job so why
compromise on your choice of mobile computer? If this key device fails they’ll be
Intermec unable to delivers complete the the most task comprehensive at hand resulting range in of delays, mobile missed computing, SLAs and data unnecessary
collection,
RFID, changes printer to job and schedules, media solutions not to mention available the from impact any one on company. your bottom The line. new CN50 is loaded
with powerful features such as 3.75G WAN, GPS, Electronic Document Mobile Imaging and
Bluetooth
Intermec
to
delivers
improve
the
worker
most comprehensive
productivity, enable
range
mobile
of mobile
printing
computing,
and provide
data
real
collection,
time
communications
RFID, printer and
while
media
they’re
solutions
out on
available
the road.
from
Designed
any one
to
company.
take knocks
The
and
new
drops
CN50
without
is loaded
incurring
with powerful
expensive
features
repairs
such
and
as
costly
3.75G
downtime,
WAN, GPS,
Intermec
Electronic
devices
Document
seamlessly
Mobile
connect
Imaging
to
and
Bluetooth to improve worker productivity, enable mobile printing and provide real time
provide a complete solution and are essential tools for every technician’s toolbox.
communications while they’re out on the road. Designed to take knocks and drops without
incurring expensive repairs and costly downtime, Intermec devices seamlessly connect to
For further information about the CN50 please visit www.intermec.com/cn50
provide a complete solution and are essential tools for every technician’s toolbox.
or contact us at 00 800 4488 8844 or infoeurope@intermec.com
For further information about the CN50 please visit www.intermec.com/cn50
or contact us at 00 800 4488 8844 or infoeurope@intermec.com
Copyright © 2009 Intermec Technologies Corporation. All rights reserved.
Intermec is a registered trademark of Intermec Technologies Corporation.
Copyright © 2009 Intermec Technologies Corporation. All rights reserved.
Intermec is a registered trademark of Intermec Technologies Corporation.

SERVICE MANAGEMENT
Digital EDition 12
COmpANy NAme
Data Capture,
Barcoding &
RFID
Handheld
Terminals & PDAs
Mobile
Communications
Software
Routing and
Mapping
Software
MapMechanics X
Masternaut Three X X X
Microbus X X
Midwich X X
MJC2 X
Mobexx X X
Mobile Enterprise Systems Ltd X X X X
Mobilis X X X
Momote X X X
Motorola X X
Navman Wireless UK X
NAVTEQ B.V X X
NetMotion Wireless X X
OpalTec International Ltd X X
Opticon Limited X X
Orion Web Technologies Ltd X
Panasonic Toughbook X X
Pinpointers Telematics X
Podsystem Ltd X
Psion Teklogix (UK) Limited X X
Quartix Ltd X X X
RedZebra Software Ltd X
Romex X X
RUGGED MOBILE Systems Ltd X X
Ryzex Plc X X
Sandpiper Corporation Ltd X
SELECT Computer Systems Ltd X
Sentrio Technologies X X
SERVICEPower X X X
Skeye X X
Skillweb.co.uk X
Solarvista Software Limited X
SOTI Inc. X
Spirit Data Capture Ltd X X
Systemslink Two Ltd X X X
TAAP Limited X X
Tabs FM Ltd X
TBS X X X X X X X X
Telecetera Ltd X
TeleWare plc X X
Tempus Developments X X
Rugged Field
Computers
Vehicle Tracking
and Fleet
Management
Wireless Integrators,
Services &
Solutions
Lone Working
Systems
Mobile Printers
Motorola MC9500-K Rugged Mobile Computer
WE’VE REDEFINED INDUSTRIAL FIELD MOBILITY.
Presenting the Motorola MC9500-K—the most rugged and powerful industrial mobile computer,
engineered to handle extreme conditions and robust applications like never before. Designed for
easy one-handed use, this sleek device is packed with the latest communication and data capture
technologies for real-time connectivity, so workers can move vital data quickly. And it’s the first
industrial mobile computer with life and health indicators on the battery, and a modular gamechanging
backroom management system. It’s just another way Motorola puts enterprise mobility in
the palm of your hand.
Visit motorola.com/mc9500/sm2 to learn more about the MC9500-K rugged mobile computer.
MOTOROLA and the Stylized M Logo are registered in the U.S. Patent & Trademark Office. All other product or service names
are the property of their respective owners. © Motorola, Inc. 2009. All rights reserved.

SERVICE MANAGEMENT
Digital EDition 13
COmpANy NAme
Data Capture,
Barcoding &
RFID
Handheld
Terminals & PDAs
Mobile
Communications
Software
Routing and
Mapping
Software
Tesseract X X X
The Barcode Warehouse Ltd X
TOA Technologies / Aboutime X
TomTom WORK X X
TouchStar Technolgies X X
Tracker X
Trakm8 Limited X
Triage Services X
Trimble MRM Ltd X X
Unique ID Limited X X
Unitech Europe BV X X
Vigo Software Ltd
Vivantio Service Desk
VixenSoft X
Vodafone X X X X X X X X
Wireless Service Management Ltd X
Workwise-Online .com X
X2 Computing Limited X X
Xmbrace Limited X
Xperience... Mobile Computing Solutions X
Xplore Technologies X
Zebra Technologies X
Rugged Field
Computers
Vehicle Tracking
and Fleet
Management
Wireless Integrators,
Services &
Solutions
Lone Working
Systems
Mobile Printers
SM 9/12/09 13:27 Page 1
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5686 Pudo Ad v2.indd 1 7/12/09 15:51:23

SERVICE MANAGEMENT
Digital EDition 14
fIEld SERvIcE
SuPPORT
While the more informed field service suppliers realised
the importance of operational efficiency many years ago,
increasingly more are investigating the growing list of
options that are available to aid their businesses.
The last 12 months has seen many service
companies forced into making savings
wherever possible as the economic downturn
continued to make its presence felt. While a number
of businesses in the service sector reported that
their list of clients had remained stable, they found
revenue generation had declined through customers
negotiating reduced levels and lower prices of service
as they grappled with their own financial constraints.
While this has obviously been a difficult time for many,
those that have reacted positively to the challenge have
successfully introduced economies in the majority of
cases. As always, there is no definitive solution in a ‘one
size fits all’ remedy that will match the requirements of
every field service provider. It requires the two main
essential abilities to look at the individual operation in
complex detail, combined with the aptitude to stand
back and identify the areas that could be improved.
fortunately for the field service industry there are
a wealth of options available that range from updating
the company’s call centre to the outsourcing of the
entire logistics operation. Whilst the latter is obviously
an extreme example, there have been a number of
cases where businesses have achieved significant
savings by outsourcing their spares handling
operations. This has enabled them to reduce the
number of regional depots, exercise greater control
of inventory and improve the parts supply process to
engineers, resulting in further gains in efficiency in
addition to the obvious cost savings.
The above may be a step too far for many service
providers, of course, but they nevertheless have a
considerable number of choices at their disposal.
Adjusting the methods of parts distribution, for example,
has been shown to save time in the field, allowing
engineers to receive spares more promptly and provide
a greater chance of meeting SlA requirements. Another
alternative is the option of updating the system used
to manage the repair or further processing of spares
returning from the field. Improving this operation
“Adjustments to the
company’s field service
support processes could
make the difference
between profit and loss in
2010.”
can assist cash flow by reducing the number of
parts awaiting repair or, in extreme cases, rattling
around in the back of engineers’ vans. If parts and
equipment can be returned to the field with the
minimum of delay, this will also reduce the number
of times that new spares have to be purchased in an
emergency to resolve the customer’s problem when
essential equipment is out of action.
All of the above can equally assist field service
providers in their quest to reduce carbon
footprint, an aspect that is increasingly important
when bidding for new contracts. There are, of
course, a number of ways to facilitate this and
environmental improvements can be difficult to
measure effectively, so those looking to improve
field service support could be wise to utilise the
consultancy services of the sector’s suppliers.
With indications continuing to predict that
economic recovery will only take place on a gradual
basis, adjustments to the company’s field service
support processes could make the difference
between profit and loss in 2010. Examination of
the options available for call centre and helpdesk
solutions, various aspects of logistics operations,
training and recruiting of both new and existing
employees along with the requirements of vehicle
leasing, fitting and racking can all provide significant
improvements. If the company’s management
and staff embrace these with enthusiasm, return
on investment can be both rapid and long lasting,
continuing to deliver benefits in the years to come. n

SERVICE MANAGEMENT
Digital EDition 15
COmpANy NAme
Call Centre &
Helpdesk Solutions
Consultancy &
Project Management
Diagnostic & Testing
Equipment
Logistics
Management
Access UK Ltd X X X
Aeromark Limited X X X X
Apt Projects Ltd
B2M Solutions
BancTec Ltd
Brest Practice Training and Development X
Bott Ltd X
Brabourne Communications Ltd X X
Business Analysis Limited X
ByBox Field Support X X X X
Capita IT Services X
Capital Seating & Vision X X
C-Cubed Ltd X
Citroën UK Ltd X
Civica UK Ltd X X X X X X X
ClickSoftware X X
Cognito Limited X
Cybit Ltd X
DHL X
DPD Logistics Solutions X
DX Business Direct X X X
Easyway Commerical Screening X X
Electromech ECS Limited X
Epix Systems X
Exel Computer Systems plc X X X X X X
Field Service Management Limited X X X
Fixzone (UK) Ltd X X X
Hamilton Hall X X X
Hawfield X
Helpten X
Hornbilll Systems Ltd X
House-on-the-Hill Software Ltd. X
Infomill X X
Inform X
Iris Software X X X
Key Computer Applications Ltd X X X X X
MapMechanics X
Marval X
Navman Wireless UK X
Panasonic Uk Ltd X X
PPR Solutions X X
RDC ICT Asset Recovery Services X
Multi Vendor
Service Provision
Outsourcing
Parts Distribution
Third Party
Spares, Repairs &
Refurbishment
Training &
Recruitment
Vehicle Leasing,
Fittings & Racking
Workshop & Repair
Centre Solutions
Spare Parts
Management
SM 9/12/09 09:47 Page 1
It’s cheaper
We shrink your costs because your engineers travel less
It doesn’t matter where in the UK they are, your engineers are on
average only two and a half miles from a ByBox location. With a
network of 18,000 drop boxes at 1300 locations around the UK with
a network in France and the Republic of Ireland also, we are the UK’s
biggest, most accessible, most reliable in-night distribution network–
one huge factor in helping us minimise your distribution costs.
It’s quicker
����������������������������
We deliver over twenty million parcels per year with
near perfect reliability.
Our distribution is reliable by design, not by accident. Here’s why:
����������������������������������������������������������
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order cut off.
It’s more secure
100% visibility of stock
With goods in a warehouse, a van or a Forward Stock Location
most distributors can probably let you see all of your stock some
of the time or, more likely, some of your stock all of the time.
But with ByBox’s Thinventory platform you can see all of your
stock, all of the time.
It’s simpler
We can manage your whole supply
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0844 800 5219
It’s greener
Lower Carbon emissions
We care passionately about slowing global warming and
believe we can play a key role in reducing our industry’s
carbon emissions. Carbon emissions from our transport
operations (accounting for 80% of our entire carbon footprint)
are significantly lower than the industry norm. Here’s why:
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congestion so less gas is guzzled needlessly
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into a single locker-bank stop; multiple returns collected
simultaneously and fewer stops means less emissions
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Thinventory and they tell us this cuts dramatically the
number of inefficient sameday deliveries made by other, less
efficient transport systems.

SERVICE MANAGEMENT
Digital EDition 16
COmpANy NAme
Call Centre &
Helpdesk Solutions
Consultancy &
Project Management
Diagnostic & Testing
Equipment
Logistics
Management
RedZebra Software Ltd X
Rico Logistics X X X
Royal Mail Specialist Services X X
SERVICEPower X X X X
Servigistics X
SGSA Limited X X
Skillweb.co.uk X
Solarvista Software Limited X
Sortimo X
SOTI Inc. X
Sunrise Software X
Tata Consultancy Services X
TBS X
Tesseract X
TestLink Services Ltd X X
TNT Special Services X X
TouchStar Technologies Ltd X
Trakm8 Limited X
Triage Services X X X X X
Unipart X X
Vigo Software Ltd X
Vivantio Service Desk X
Vodafone X X
Zafi re Ltd X X X X X X
After the success of SME in 2009, the
2010 exhibition �oorplan is now
available for bookings.
Contact Asif Ijaz on 020 7921 8735 to participate.
Multi Vendor
Service Provision
Outsourcing
Parts Distribution
Third Party
Spares, Repairs &
Refurbishment
Training &
Recruitment
Vehicle Leasing,
Fittings & Racking
Workshop & Repair
Centre Solutions
Spare Parts
Management
Fi ld
ee
ee
Servi e
Part of the solution
At TNT, we’ve just put new Field Service Express in place:
• Storage of your parts at 28 strategically-located depots nationwide
• Field Serviceline manned 24/7/365 to take your calls
• Immediate round-the-clock delivery of parts with ETA alerts to your field engineers
• Faulty parts delivered back directly into your nominated repair shop
• 24/7 visibility of your stock via the internet
It’s a fast-response, flexible solution for your parts supply chain.
To find out more call 08451 24 7 365 or visit www.tnt.co.uk
cc
c
Expresss
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SERVICE MANAGEMENT
Digital EDition 17
A-Z lISTInGS
360 SCHeDULING LImITeD
Strelley Hall, Strelley, Nottingham
NG8 6PE
Contact: Julie Alldridge
T: +44 (0)115 9061 263
F: +44 (0)115 9061 251
e: sales@360scheduling.com
W: www.360scheduling.com
360 Scheduling is the world’s leading
supplier of mobile workforce scheduling.
360 dynamic Scheduling Engine, its
flagship product, is the only optimiser on
the market capable of massively scalable
true real-time operation and is designed
to operate in an enterprise-class Service
Oriented Architecture environment.
AbOUTIme
7 Ely Place, London EC1N 6RY
T: +44 (0)7976 105 027
W: www.aboutime.co.uk
ACCeSS UK LTD
The Old School, Stratford St Mary,
Colchester, Essex CO7 6LZ
Contact: Gareth Evans
T: +44 (0)1582 465 100
F: +44 (0)1582 465 199
e: infoharpenden@theaccessgroup.
com
W: www.theaccessgroup.com
Access have over fifteen years
experience delivering fully integrated
service solutions. Access Service
Manager is scalable and web enabled.
SQl-based and highly configurable, this
modular solution contains high levels
of functionality including: contract
management & renewals, call centre,
resource scheduling, parts/spares, PPM,
workshop returns and meter billing.
AerOmArK LImITeD
Manton Lane, Bedford,
Bedfordshire
MK41 7TL
Contact: Kay Fellows
T: +44 (0)1234 227 799
F: +44 (0)8453 305 757
e: kayf@aeromark.co.uk
W: www.aeromark.co.uk
Aeromark specialises in the delivery
of user-friendly, easy to deploy mobile
workforce management systems
which enable businesses to improve
productivity, reduce costs and increase
profitability. used as management tools,
our solutions are helping businesses to
deliver double the return on investment
of what can be achieved through
competitor solutions.
AIrVerSeNT
King’s Lodge, 194 King’s Road,
Reading,
Berkshire RG1 4NH
T: +44 (0)1189 558 500
W: www.airversent.com
ANTeNNA DexTerrA
eUrOpe LTD
1210 Parkview, Arlington Business
Par,k
Theale, Reading RG7 4TY
T: +44 (0)1183 245 500
W: www.dexterra.com
ApT prOjeCTS LTD
78 High Street, Belton, South
Yorkshire
DN9 1NS
T: +44 (0)1427 875 103
W: www.aptprojects.com
ASTeA INTerNATIONAL
Trent House, University Way,
The Technology Park, Cranfield,
Bedfordshire MK43 0AN
Contact: Ian Evans – Managing
Director
e: ian.evans@astea.co.uk
T: +44 (0)1234 756 700
F: +44 (0)1234 752 015
W: www.astea.co.uk
Astea International (nASdAQ: ATEA) is
a global provider of software solutions
that offer all the cornerstones of service
lifecycle management, including
customer management, service
management, asset management,
reverse logistics management and
mobile workforce management.
Astea’s solutions link processes, people,
parts, and data to empower your team
and provide the agility you need to
achieve sustainable value in less time,
and successfully compete in a global
economy. Since 1979, Astea has been
helping more than 400 companies
achieve new levels of service excellence.
To learn more visit: www.astea.com.
Service Smart. Enterprise Proven

SERVICE MANAGEMENT
Digital EDition 18
Managed Mobile
Workforce Solutions
With nearly 20 years experience and over 150
successful projects, Cognito is the UK’s leading
Mobile Systems Integrator, helping organisations
overcome the technical and operational
challenges of fi eld service management.
cognito’s expertise is in developing and
integrating the key components required for
comprehensive mobile solutions including mobile
workfl ow, real-time data, tracking and scheduling.
delivered as a fully managed service, all are linked
to existing enterprise systems and supported by
comprehensive management dashboards and
reporting.
cognito’s solutions are sold as a hosted,
managed service, minimising capital expenditure
requirements and ongoing support costs.
cognito is the only source needed for a complete
solution lifecycle.
Consult – creating a mobile solution
framework around your business
Working closely with customers senior management
to understand the key business processes, cognito
is dedicated to identifying the ‘best fi t’ solution to
ensure that the project will add value with minimum
impact on existing processes and enterprise
systems.
business analysis
device and application selection
change management
Design – system design, development and test
cognito understands that each customer is unique.
consultants take a fresh approach to each project,
designing solutions built from a comprehensive
knowledge of system components, complementary
software and hardware technologies to fi t individual
business needs.
intelligent workfl ow
software development and user acceptance
testing
seamless integration
Deploy – delivery and Prince2 project
management
cognito is experienced in supporting customers to
establish clear product expectations and achieve
close alignment between technical capability
and project requirements. dedicated Project
Managers work closely with customers to manage
the implementation progress to meet expected
outcomes, on time and to budget, with minimal
disruption.
device provisioning
tailored training programmes
rapid roll-out
Manage – lifetime support, system
management and reporting
cognito provides real-time support throughout
the lifetime of the solution going far beyond simply
supplying consultancy, applications, software and
connectivity.
Reliability and uptime is critical to maximising and
maintaining return on investment. cognito provides
dedicated ongoing support, including an unrivalled
and comprehensive end-user help desk service, overthe-air
device management and continuous access to
expertise for administrative and technical support.
24/7 helpdesk and network support
bespoke reporting
mobile device management
Evolve – keeping pace with technological
change
cognito is focused on enabling the innovative
application of mobile technology. With a Research
& development team bringing together creativity,
technological skills, experience and business
acumen, cognito anticipate trends and develop new
business solutions to match the customers strategic
direction.
new device evaluation and briefi ngs
software version control
over-the-air upgrades
cognito mobile solutions boost productivity
improving customer service and reducing costs by
transforming fi eld workers into an open, two way
communications channel between the customer
and the business.
CONTACT
T: +44 (0)1635 508 200
W: www.cognitomobile.com
e: sm@cognitomobile.com

SERVICE MANAGEMENT
Digital EDition 19
A-Z lISTInGS
b2m SOLUTIONS
The Core Business Centre, Milton
Hill,
Abingdon, Oxfordshire OX13 6AB
Contact: Tony Selmes
T: +44 (0)1235 432 750
F: +44 (0)1235 432 751
e: tony.selmes@b2m-solutions.com
W: www.b2m-solutions.com
b2M Solutions specialises in managing
the mobile enterprise. b2M mprodigy®
is a fully-featured mobile project lifecycle
software suite for the deployment and
management of diverse enterprise
mobile solutions. from planning/
selection, deployment, ongoing
management, measurement/analysis
to optimisation - mprodigy enables a
continuous improvement approach to
maximising profitability of your mobile
investment.
bANCTeC LTD
Jarman House, Mathisen Way,
Colnbrook, Berkshire SL3 0HF
T: +44 (0)1753 778 778
W: www.banctec.co.uk
bLACKbAy
3rd Floor, 3 Princes Street, Mayfair,
London W1B 2LD
Contact: Chris Smith
T: 0870 766 2831
F: 0870 766 2834
e: sales@blackbay.com
W: www.blackbay.com
blackbay delivers real-time enterprise
mobility solutions enabling service and
productivity improvements to Supply
chain and field Service operations.
blackbay has a proven solution that is
currently used by over 50,000 mobile
workers, and manages over 2 billion data
transactions per annum.
bLACKberry
200 Bath Road, Slough, Berkshire SL1 3XE
T: +44 (0)1753 667 000
W: www.blackberry.com
brAbOUrNe
COmmUNICATIONS LTD
Unit 9 Derwent Business Centre,
Clarke Street, Derby, Derbyshire DE1 2BU
T: +44 (0)1332 363 135
W: www.brabournecommunications.com
breLLA TeLeCOm LTD
15 Queens Square, Leeds, Yorkshire
LS2 8AJ
T: +44 (0)8452 577 314
W: www.brellatelecom.co.uk
brOTHer UK LTD
Shepley Street, Audenshaw.
Greater Manchester M34 5JD
Contact: Michelle Molloy, Senior
Education & Mobile Solutions
Manager
T: +44 (0)8448 449 936
F: +44 (0)8448 449 939
e: cvebusinessmanagement@brother-uk.com
W: www.brother.co.uk/mprint
brother’s MPrint range of mobile printers
is designed to support mobile workers,
enabling them to print quickly and
efficiently wherever they are. using
bluetooth technology, an MPrint printer
connects wirelessly to a mobile device
such as a laptop, PdA or blackberry to
produce instant, high-quality print outs,
anytime, anywhere.
bT
81 Newgate Street, London EC1A 7AJ
W: www.bt.com
bUSINeSS ANALySIS
LImITeD
Units 11-12 Shorts Farm, Scallows
Lane, Sherfield English, Romsey,
Hants SO51 6DX
T: +44 (0)1794 325 120
W: www.business-analysis.co.uk
bybOx FIeLD SUppOrT
Unit 1 & 2 Central City Industrial
Estate, Red Lane, Coventry, West
Midlands
CV6 5RY
Contact: Gordon Owen
T: +44 (0)8448 005 219
e: distribution.revolution@bybox.com
W: www.bybox.com
bybox operates a network of more than
18,000 secure drop-boxes at 1,300
locations across the uK. We have a wide
range of innovative solutions to help
boost productivity, reduce stock levels,
increase supply chain visibility and save
time and money in parts procurement.
CApITA IT SerVICeS
Discovery House, Mere Way,
Ruddington
Nottingham, Nottinghamshire NG11
6JW
T: +44 (0)1159 318 105
W: www.computerland.co.uk
CApITAL SeATING & VISION
Wesley Street, Leicester,
Leicestershire
LE4 5QG
T: +44 (0)1162 664 112
W: www.capitalseating.co.uk
CArrIerWeb TeLemATICS
Vestdijk 9, Eindhoven, The
Netherlands
NL-1401 VW
T: +31 (40)232 3310
W: www.carrierweb.com
C-CUbeD LTD
9 Ardglen Industrial Estate,
Whitchurch
Hants RG28 7BB
T: +44 (0)1256 895 050
W: www.c-cubed.co.uk

SERVICE MANAGEMENT
Digital EDition 20
da
systems
delivering superior
service: On-time
DA Systems offers NX Framework, the fi rst
single mobile data solution specifi cally designed
to cater for the evolving requirements of
today’s multi-contract, multi-customer, service
management environment.
meet Customers’ True Needs
nX framework from dA Systems enables
companies to save on the traditional expense and
time spent sourcing additional mobile applications
in order to address a new customer or contract
requirement. As customers become more
demanding, so service providers have to provide
a more bespoke offering. Traditional off-the-shelf
mobile applications struggle to cater for the assorted
needs of today’s customer.
every Customer is Different
no longer will companies that service multiple
customers have to either source new mobile
applications from different software suppliers,
or purchase a number of applications from their
incumbent provider. The problem has always
been that each customer presents differences -
sometimes major, sometimes subtle - in the way
each service provision is required to be delivered.
This is compounded further where multiple
customers each require multiple disparate services
to be performed. Service professionals may have
to be re-trained every time a new application is
sourced and will not be able to service multiple
contracts without carrying several devices - so
realistically will have to return to base each time. As
well as the obvious cost implications, this presents
operational restrictions in terms of productivity.
Applications that Adapt
nX framework alleviates this by being able to deliver
a solution offering a way for service providers to
deploy a single application which behaves according
to each customer contract specifi cation. This
ensures maximum engineer productivity, combined
with reduced application cost.
Lower Cost of Ownership
nX framework enables the rapid development
of 100% bespoke, mobile data applications. This
fully managed solution is delivered as a managed
service which reduces user costs and provides all
the benefi ts of security, resilience and support -
removing the need for upgrades, extra resources
and new infrastructure. It comprises all the elements
across network connectivity, including; security,
data and device management to allow rapid
development of bespoke, hand-held end-user
applications. It is not tied to any particular brand,
model, network or type of device.
business process management not
re-engineering
Requiring no additional infrastructure, nX
framework integrates quickly and seamlessly into
any back-offi ce system - with an intuitive interface
and familiar devices reducing the need for user
training. nX framework is not an off-the shelf or
‘toolkit’ product, which means that companies won’t
have to change their business processes to fi t around
the solution. With applications always being 100%
fi t for purpose, fi eld service providers can take full
advantage of their own uSPs and build upon the
competitive edge that this provides.
Contact DA Systems
formed in 1999, dA Systems offers a full suite of
software solutions in addition to nX framework,
enabling end-to-end management across the logistics
and service provision sectors, including nX fleet
Tracking which provides live GPS vehicle tracking and
fl eet management, giving you 24 hour visibility and
control of your mobile service assets and workforce.
contact us now to receive our Strategic Insight
Papers which will help you to uncover the mobiledata
deployment best practices.
CONTACT
Sandra robinson
T: 01628 850850
F: 01628 850800
W: www.nxframework.com
e: sales@nxframework.com

SERVICE MANAGEMENT
Digital EDition 21
A-Z lISTInGS
CF CASeS LTD
9 Consul Road, Rugby,
Warwickshire, CV211PB
T: + 44 (0)1788 535 484
W: www.cfcases.co.uk
CIVICA UK LImITeD
2 Bromwich Court, Coleshill,
West Midlands B46 1JU
Contact: Steve Bate
T: +44 (0)7970 786 222
F: +44 (0)1675 433 699
e: servicemanagement@civica.co.uk
W: www.tranman.co.uk
Tranman Service Management from
civica is a fully integrated and highly
configurable total service solution
designed to optimise operational
efficiencies and SlA adherence.
Tranman encompasses contact centre
management, maintenance planning,
dynamic scheduling, inventory
management, employee/contractor
management, workshop control, fleet
management and asset management,
underpinned by latest generation mobile
technology.
CLICKSOFTWAre
The Priory, Stomp Road, Burnham
Bucks SL1 7LW
Contact: William Alldred
T: +44 (0)1628 607 033
F: +44 (0)1628 607 001
e: william.alldred@clicksoftware.com
W: www.clicksoftware.com
clickSoftware, the leading provider of
mobile workforce management and
service optimisation solutions, create
business value for service operations
through higher levels of productivity,
customer satisfaction and cost
effectiveness. We offer a full range of
service management software for any
size of service organisation from 5 to
50,000 employees.
CmS SUpATrAK
The Alpha Centre, Cheney Manor,
Swindon SN2 2QJ
T: +44 (0)8444 774 870
W: www.supatrak.com
CODeGATe LTD
The Granary, Church Lane,
Steventon, Oxfordshire OX13 6SW
Contact: Ian Quint
T: +44 (0)8453 450 808
F: +44 (0)1235 831 477
e: info@codegate.co.uk
W: www.codegate.co.uk
combining highly scalable software
with the latest robust mobile computing
devices, codegate’s mobile enterprise
solutions provide businesses with realtime
mission critical information at the
touch of a button. Highly configurable
for all parts of the supply chain,
codegate solutions deliver increased
workforce productivity and efficiency.
COGNITO LImITeD
Benham Valence, Newbury
Berkshire, RG20 8LU
Contact: Michael Cross
T: +44 (0)1635 508 200
F: +44 (0)1635 550 783
e: info@cognitomobile.com
W: www.cognitomobile.com
With 20 years experience and over 150
successful projects, cognito is the uK’s
leading Mobile Workforce Management
Systems Integrator, helping organisations
overcome the technical and operational
challenges of field service management.
cognito customers include Anglian Water,
citySprint, carillion Planned Maintenance,
dalkia, lorne Stewart, npower hometeam,
Peterborough city council and volvo cE.
CONSILIUm TeCHNOLOGIeS LTD
Consilium House, 8 Technology
Park, Belfast Road, Antrim, Antrim
BT41 1QS
T: +44 (0)2894 480 000
W: www.ctechs.co.uk
CONSOrT CASe COmpANy
Mooncoin, Co Kilkenny, Ireland
T: +353 (0)51 895 191
W: www.consortcases.ie
C-TrACK
Sage House, 319 Pinner Road,
Harrow, Middlesex HA1 4HF
Contact: Mark Naldrett
T:+44 (0)208 515 2900
F: +44 (0)208 861 3888
e: info@digicore.co.uk
W: www.digicore.co.uk
c-track is an advanced tracking solution
from digicore that delivers immediate
benefits and financial returns to all fleet
operators. This stems from the ability to
manage a fleet better through improved
visibility and control that comes from
knowing the locations and status of
vehicles in real-time.
CybIT LTD
Hinchingbrooke Business Park,
Huntingdon, Cambridgeshire PE29 6FN
Contact: Nicola Merritt
T: +44 (0)8456 027 123
F: +44 (0)8456 027 124
e: nmerritt@cybit.co.uk
W: www.cybit.co.uk
2,000 leading uK companies trust cybit
to monitor over 50,000 assets providing
them 24/7 web-based visibility of their
mobile workforce. cybit’s web-based
delivered portfolio ranges from entrylevel
vehicle tracking solutions, customer
signature capture, fleet analysis, duty of
care management and full end-to-end
back-office integration.

SERVICE MANAGEMENT
Digital EDition 22
A flexible solution to meet
your business needs
DX Business Direct provides a range of standard
and customised in-night logistics services – all
of which are an integral part of our customers’
overall end to end supply chain solutions
The Challenge
The filed service industry is becoming an
increasingly competitive environment across all
of its varying sectors. Rapid customer response
times must be balanced with the requirement
to drive out cost. High productivity levels must
be achieved alongside ever improving levels of
customer service. These are amongst a few of the
challenges facing senior managers in filed service
organisations.
The Solution
designed to support field based engineers,
ParcelXchange is the only 100% intelligent locker
network providing a nationwide “virtual depot”
network for companies with a need for secure
delivery solutions. designed to compliment the
ParcelXchange network, dX business direct
offers In-boot and PudO. In-boot ensures spare
parts are delivered into and collected directly
from a field engineer’s vehicle. This is of particular
benefit to engineers in remote locations where the
ParcelXchange service may not be as convenient.
PudO (Pick up drop Off) uses an extensive third
party networked to offer the collection and return of
spare parts via manned locations throughout the uK.
The benefits
Increase the effectiveness and productivity of
your field based workforce, 90% of deliveries &
collections being made pre-6.30am and all deliveries
and collections guaranteed pre-8am
Enhance your ability to consistently achieve and
improve the service level commitments you make to
your customers with peace of mind that your spare
parts are where you need them to be.
Improve the efficiency of your stock and spare
parts management process by providing full visibility
of parts in circulation.
Reduce Service Management costs by decreasing
the number of physical stock locations you operate.
Manage your inventory costs through a more
efficient reverse inventory process.
Rapid Stock turnaround eradicates the need for
“comfort holding” and helps to reduce van stock,
which means that parts can be repaired and put
back into circulation immediately.
The Company
dX business direct, part of the dX Group, has its
operation headquarters in nuneaton, at the heart of
the uK’s transport network.
CONTACT
T: +44 (0)1924 221 091
F: +44 (0)2476 357 151
e: salesenquiries@bdpx.com

SERVICE MANAGEMENT
Digital EDition 23
A-Z lISTInGS
da
systems
DA SySTemS
5 The Courtyard, Furlong Road,
Bourne End, Buckinghamshire SL8
5AU
Contact: Sandra Robinson
T: +44 (0)1628 850 850
F: +44 (0)1628 850 800
e: sales@nxframework.com
W: www.nxframework.com
Through nX framework, dA Systems
creates, bespoke applications, for
all service environments – fast. nX
framework is a unique, real-time,
managed mobile data solution which
provides service companies with the
secure, efficient transfer of any type and
quantity of data, between any type of
back-office system and mobile device.
DATALOGIC mObILe
Dunstable Road, Redbourn,
Hertfordshire AL3 7PR
T: +44 (0)1582 790 020
W: www.datalogic.com
DpD LOGISTICS SOLUTIONS
Roebuck Lane, Smethwick
West Midlands B66 1BY
Contact: Chris Molyneux
T: +44 (0)1216 972 964
F: +44 (0)1216 972 979
e: chris.molyneux@geopostuk.com
W: www.dpd.co.uk
dPd logistics Solutions is centrally
based in birmingham and can take care
of all your logistics needs. dPd offers
receipt of goods, pallet storage, order
picking and packing, late cut off times
- up to 8pm, cross docking, returns
processing, value added activities
e.g. including re-boxing/re-labelling.
Plus much more!
Dx bUSINeSS DIreCT
DX Business Direct, Harrington Way
Bermuda Park Industrial Estate,
Nuneaton CV10 7SA
Contact: Head of Sales
T: +44 (0)1924 221 091
e: salesenquiries@bdpx.com
W: www.dxbd.co.uk
dX business direct, part of the dX
Group, offers a “virtual” depot network,
ParcelXchange, with over 4,500
technically-advanced, outdoor, intelligent
drop boxes for companies that need
secure delivery solutions. ParcelXchange
offers customer benefits including
increased productivity reduced inventory
costs, convenient reverse logistics and
peace of mind.
eLeCTrOmeCH eCS LImITeD
Unit 40 Portland Court, Kingsway,
Luton, Bedfordshire LU4 8HA
T: +44 (0)1582 483 322
W: www.electromech.co.uk
epArTNerS UK LTD
Providian House, 16-18 Monument
Street, London, EC3R 8AJ
T: +44 (0)2078 685 150
W: www.epartnersolutions.co.uk
epIx SySTemS
Unit 2b, Heapriding Business Park,
Ford Street, Cheshire, SK3 0BT
Contact: Michael Earl
T: +44 (0)1614 772 343
F: +44 (0)1614 775 343
e: michael.earl@epixsystems.co.uk
W: www.epixsystems.co.uk
Epix Systems has specialised in the
production of high-quality service
management software since 1991. Over
this time we have developed a range
of comprehensive software packages
which provide full visibility across every
area, reducing costs and improving
profits. Packages for 5 to 500 engineers
across a wide range of industries.
eSqUIGGLeS/pULSION
TeCHNOLOGy
5 Eagle Street, Glasgow, Strathclyde
G4 9XA
T: +44 (0)1413 522 280
W: www.pulsion.co.uk
exeL COmpUTer SySTemS
pLC
Bothe Hall, Sawley, Long Eaton,
Nottinghamshire NG10 3XL
Contact: Simon Spriggs
T: +44 (0)1159 460 101
F: +44 (0)1159 460 606
e: enquiries@eaglefieldservice.com
W: www.eaglefieldservice.com
Exel computer Systems have been
established in the uK as a software
author since 1985, and their Eagle field
Service product is leading the way in
advanced and flexible field Service
Management software. built using the
latest innovative Internet technology the
solution delivers unprecedented levels
of control and visibility to field service
businesses.

SERVICE MANAGEMENT
DIgITAL EDITIOn 24
Leading Service
Businesses to Excellence
ClickSoftware is the leading provider of workforce
management and service optimisation solutions
for service operations of any size, from 5 to 50,000
employees. Our solutions create business value
through higher levels of productivity, customer
satisfaction and cost effectiveness.
With over 150 customers across a variety
of industries and geographies, and strong
partnerships with leading platform and system
integration partners – ClickSoftware is uniquely
positioned to deliver superb business performance
to any organisation. Our customers include Anglian
Water, Aviva, BSkyB, Environment Agency,
Scottish Water, National Grid, Ricoh, EDF energy
and Konica Minolta to name a few.
ClickSoftware offer three solutions to suit
the varying needs of different sized service
organisations:
1. The ServiceOptimization Suite:
Designed for larger enterprise organisations, the
ServiceOptimization Suite provides an integrated,
intelligent solution for automatic, efficient and
effective decisions over the entire service decision
making chain. The suite is comprised of the following
components:
ClickForecast: Field service workload forecasting
to help companies project workforce capacity.
ClickPlan: Provides interactive and automated
workforce planning for staffing and deployment of
the field workforce based on forecasted workload.
Designed to enable service organisations to resolve
workforce shortages and surpluses weeks and months
in advance.
ClickRoster: Enables service organisations to
optimally staff shifts of workers while taking into
account demand coverage, employee working
preferences, skill mix, capacity, cost, compliance with
applicable country and industry rules and regulations,
and the need to balance undesirable shifts.
ClickContact: Helping your organisation put
the management of the service experience into the
hands of your customers. By providing self-service
appointment booking and updating over the Internet,
automatic customer notifications, and the option for a
post-service survey.
ClickSchedule: Optimised scheduling, dispatch
and routing for improving workforce productivity
by balancing customer, service and asset resources,
and organisational preferences, including contractual
commitments, SLAs, priority, drive time, skills, and
service and asset resources availability.
ClickLocate: Designed to capture the location
information of field service engineers and/or their
vehicles and integrate it with ClickSoftware’s
ClickSchedule solution for use in optimised scheduling.
ClickMobile: Wireless workforce management for
monitoring field workforce activities. It enables real
time updates from the field which helps to optimize
the schedule and decision making process to increase
the efficiency of your field workforce, adding real,
measurable value to the service chain.
ClickAnalyze Suite: Provides service
business analytics for workforce performance
measurement and strategic decision support across
various levels of the service operation.
2. ClickIMRS: ClickSoftware also provides a
pre-configured package that’s has been tailored to
the needs of mid-sized companies. It encompasses
order management, optimised scheduling, mobility
and operational reports. Based on our industry leading
ServiceOptimization Suite, it can be rapidly deployed
at a price to meet even the most restrictive of budgets.
3. ServiceTycoon: A web-based Softwareas-a-Service
(SaaS) application addressing the
needs of small and medium service businesses.
ServiceTycoon allows companies to be up and
running in minutes, not days, with a service solution
that addresses the key needs of service businesses
(scheduling appointments, quoting and following up
with customers, providing better customer service,
managing billing and payroll). Available from as little as
£29.50 per user, per month.
CONTACT
For more information visit
www.clicksoftware.com, or call us
on +44 (0) 1628 60 7033.
Initial contact: Anna Lawler
E: anna.lawler@clicksoftware.com

SERVICE MANAGEMENT
Digital EDition 24
Keeping field
Service connected
Keeping Field Service Applications Connected –
NetMotion Mobility XE.
netMotion Wireless is an industry-leading
software company that enables field service
organisations to maximize the productivity of their
mobile workforces by improving the performance
of your current field service application while at the
same time bringing you the benefits of advanced
security to guard against threats.
The company’s solution, netMotion Mobility
XE mobile vPn software, allows mobile workers
to optimise connections to applications and
prevent application failures as they move in and
out of wireless coverage areas and roam between
networks. netMotion Mobility XE resolves today’s
key mobile deployment challenges including
coverage gaps and interruptions; inter-network
roaming; performance issues and network security.
built from the ground up for wireless environments,
Mobility XE is designed to complement existing
IT systems and reduce the complexity of mobile
deployments while providing highly-centralised
control and management. Mobility XE is also highly
scalable and easy to deploy and maintain.
Real-time, Remote access to Critical
applications & information with
Mobility XE
Mobility XE is designed to help organisations
maximize the security, productivity and
management of their mobile field service
workers. With Mobility XE Mobile vPn, wireless,
mobile workers have secure, remote access to
critical applications and information from pretty
much anywhere, using any type of IP network.
Empowered with these resources, field service staff
can improve customer satisfaction and lower costs
by reacting in real-time to expedite service, process
orders and respond to inquiries.
unlike legacy SSl or IPSec vPns that do not
perform well in wireless environments, netMotion
Mobility XE is designed to deal with the unique
challenges associated with mobile computing such
as wireless security, performance and roaming.
Mobility XE is an easy-to-deploy, highly scalable
solution that provides:
application Compatibility
Any application that works in a wired environment
will work wirelessly with Mobility XE — without
modification, upgrades or additional development.
As such, Mobility XE can slot in right away to improve
the productivity of the field service application you
are using on your Windows devices today – typically
without changing those applications at all. Please
contact us for more information on Mobility XE
application compatibility.
Secure, Reliable network and
application access
Mobility XE maintains a military grade secure
vPn tunnel and sustains application sessions as
users roam among broadband, wired and wireless
networks, enter coverage gaps or suspend/resume
devices.
accelerated Performance
link optimisation and data and image compression
improve performance over poorer quality wireless
networks. users comment that where applications
previously failed to run on cellular networks,
those same applications are functioning fine after
installing Mobility XE.
Broad Device Support
Mobility XE delivers the same protection and
seamless work experience on Windows laptops,
tablets, handhelds and smartphones.
Why don’t you try a no cost evaluation for your
own field force today? It typically installs in an hour
or so and is designed to be non-disruptive to your
field force, requiring little or no retraining.
Around 2,000 of the world’s most respected
organisations in areas such as public utilities,
healthcare, communications, transportation, local
government, public safety and others already rely
on netMotion every day for well over 500,000 end
users.
Mobility XE customers include South East Water,
dwr cymru/Welsh Water, unilever, Royal bank
of Scotland, SAAb Security Systems, Johnson
controls, london fire brigade, South West Water,
Strathclyde Partnership for Transport, Westminster
and birmingham city councils, Strathclyde
Partnership for Transport and many local
government customers in the uK.
netMotion Wireless has been named one of the
50 fastest growing wireless companies and has
earned over 25 industry awards for its outstanding
technology.
contact us to evaluate the benefits for your
organisation today.
CONTACT
T: +44 (0)2081 442 332
W: www.netmotionwireless.com
e: info@netmotionwireless.co.uk

SERVICE MANAGEMENT
Digital EDition 25
A-Z lISTInGS
FIeLD SerVICe
mANAGemeNT LImITeD
Forum 3, Solent Business Park,
Fareham,
Hampshire PO15 7FH
Contact: Rory Church
T: +44 (0)1489 611 625
F: +44 (0)1489 611 612
e: roryc@fieldservicemanagement.co.uk
W: www.fieldservicemanagement.co.uk
fSM are resellers of Metrix Service
Management & Mobile data Solutions
and 360 Scheduling (360 reseller of
the year 2009). Each solution can be
implemented stand alone or all can be
deployed as a comprehensive end to
end solution. Metrix and 360 are used by
leading service organisations worldwide.
FIxzONe
Fixzone (UK) Ltd, 5 Surbiton Hill
Road, Surbiton, Surrey KT6 4TW
T: +44 (0)2033 938 835
W: www.fieldengineer.co.uk
FLeeTmATICS
Penthouse Suite – Cookstown
Court, Cooksdown Industrial Estate,
Tallaght, Dublin 24, Ireland
Contact: Derek Bryan
T:+ 44 (0)8002 100 0008
F: +353 (0)1492 6495
e: derek.bryan@fleetmatics.com
W: www.fieldservicemanager.com
field Service Manager from fleetMatics
is an on demand subscription service
designed to eliminate paperwork
from the field, increase productivity,
accelerate cash flow and improve
customer service. A complete job to
cash solution, unique in that an engineer
can complete a job offline where there is
no GPRS coverage.
FrONTLINe CONSULTANCy
& bUSINeSS SOLUTIONS
Frontline House, Epsom Avenue,
Brooke Park Estate, Handforth,
Wilmslow, Cheshire SK9 3PW
T: +44 (0)1614 864 400
W: www.frontline-consultancy.com
GeNerAL DyNAmICS
ITrONIx
Earlplace Business Park, Coventry
West Midlands CV4 9UR
T: +44 (0)2476 671 550
W: www.itronix.co.uk
GeTAC
Getac House, Telford, Shropshire TF3
3AH
T: +44 (0)1952 207 231
W: www.getac.co.uk
GeTrONICS UK LTD
Cygnus House, 1 The Southwood,
Crescent, Farnborough, Hampshire
GU14 0NL
T: +44 (0)1252 548 888
W: www.getronics.com
GLObAL bAy mObILe
TeCHNOLOGIeS
Unit 51 Basepoint, Enterprise Close
Aviation Park West, Christchurch
Dorset BH23 6NX
T: +44 (0)8704 451 111
W: www.globalbay.com
HAmILTON HALL
3 & 4 The Windmills, St Marys
Close, Alton, Hampshire GU34 1EF
Contact: Mike Rand
T: +44 (0)1420 548 548
F: +44 (0)1420 548 549
e: mike.rand@hamiltonhall.co.uk
W: www.hamiltonhall.co.uk
Hamilton Hall have been selling their leo
Service Management solution for over
27 years. lEO supports the complete
service lifecycle from lead generation
and project quotation, to service
billing, through to disposal. lEO is fully
integrated with sales and marketing,
serialised configuration tracking,
contracts, call logging, scheduling,
logistics, repair centre, mobile data,
customer portals, billing and interface
module. lEO is scalable from 5-500
users.
HAWFIeLD
Hawfield House, Hawthorn Hill,
Warfield,Berkshire RG42 6HL
T: +44 (0)1344 884 130
W: www.hawfield.co.uk
HeLpTeN
P.O.Box 71, Espoo, Finland FI-02631
T: +358 10 423 7080
W: www.helpten.fl
HOrNbILLL SySTemS LTD
Ares, Odyssey Business Park, West
End Road, Ruislip, Middlesex HA4
6QD
Contact: Sales
T: +44 (0)2085 828 282
F: +44 (0)2085 828 288
e: info@hornbill.com
W: www.hornbill.com
Hornbill’s IT Service Management
software with a ‘Human Touch’, enables
organisations to provide excellent
customer service while benefiting
from the economies of consolidation
on a single technology platform.
Supportworks’ service desk applications
are designed for rapid deployment within
any employee or customer support
environment, including ITIl-compatible
IT Service Management, IT Helpdesks,
customer Service & Support, Human
Resources and facilities Management.

SERVICE MANAGEMENT
Digital EDition 26
Keeping field
Service connected
Keeping Field Service Applications Connected –
NetMotion Mobility XE.
netMotion Wireless is an industry-leading
software company that enables field service
organisations to maximize the productivity of their
mobile workforces by improving the performance
of your current field service application while at the
same time bringing you the benefits of advanced
security to guard against threats.
The company’s solution, netMotion Mobility
XE mobile vPn software, allows mobile workers
to optimise connections to applications and
prevent application failures as they move in and
out of wireless coverage areas and roam between
networks. netMotion Mobility XE resolves today’s
key mobile deployment challenges including
coverage gaps and interruptions; inter-network
roaming; performance issues and network security.
built from the ground up for wireless environments,
Mobility XE is designed to complement existing
IT systems and reduce the complexity of mobile
deployments while providing highly-centralised
control and management. Mobility XE is also highly
scalable and easy to deploy and maintain.
Real-time, Remote access to Critical
applications & information with
Mobility XE
Mobility XE is designed to help organisations
maximize the security, productivity and
management of their mobile field service
workers. With Mobility XE Mobile vPn, wireless,
mobile workers have secure, remote access to
critical applications and information from pretty
much anywhere, using any type of IP network.
Empowered with these resources, field service staff
can improve customer satisfaction and lower costs
by reacting in real-time to expedite service, process
orders and respond to inquiries.
unlike legacy SSl or IPSec vPns that do not
perform well in wireless environments, netMotion
Mobility XE is designed to deal with the unique
challenges associated with mobile computing such
as wireless security, performance and roaming.
Mobility XE is an easy-to-deploy, highly scalable
solution that provides:
application Compatibility
Any application that works in a wired environment
will work wirelessly with Mobility XE — without
modification, upgrades or additional development.
As such, Mobility XE can slot in right away to improve
the productivity of the field service application you
are using on your Windows devices today – typically
without changing those applications at all. Please
contact us for more information on Mobility XE
application compatibility.
Secure, Reliable network and
application access
Mobility XE maintains a military grade secure
vPn tunnel and sustains application sessions as
users roam among broadband, wired and wireless
networks, enter coverage gaps or suspend/resume
devices.
accelerated Performance
link optimisation and data and image compression
improve performance over poorer quality wireless
networks. users comment that where applications
previously failed to run on cellular networks,
those same applications are functioning fine after
installing Mobility XE.
Broad Device Support
Mobility XE delivers the same protection and
seamless work experience on Windows laptops,
tablets, handhelds and smartphones.
Why don’t you try a no cost evaluation for your
own field force today? It typically installs in an hour
or so and is designed to be non-disruptive to your
field force, requiring little or no retraining.
Around 2,000 of the world’s most respected
organisations in areas such as public utilities,
healthcare, communications, transportation, local
government, public safety and others already rely
on netMotion every day for well over 500,000 end
users.
Mobility XE customers include South East Water,
dwr cymru/Welsh Water, unilever, Royal bank
of Scotland, SAAb Security Systems, Johnson
controls, london fire brigade, South West Water,
Strathclyde Partnership for Transport, Westminster
and birmingham city councils, Strathclyde
Partnership for Transport and many local
government customers in the uK.
netMotion Wireless has been named one of the
50 fastest growing wireless companies and has
earned over 25 industry awards for its outstanding
technology.
contact us to evaluate the benefits for your
organisation today.
CONTACT
T: +44 (0)2081 442 332
W: www.netmotionwireless.com
e: info@netmotionwireless.co.uk

SERVICE MANAGEMENT
Digital EDition 27
A-Z lISTInGS
HOUSe-ON-THe-HILL
SOFTWAre LTD
127 Stockport Road, Marple,
Cheshire, SK6 6AF
T: +44 (0)1614 278 988
W: www.houseonthehill.com
ICCm SOLUTIONS
Swindon Business Village, Swindon
Road, Malmesbury, Wiltshire SN16 9RS
T: +44 (0)1666 828 600
W: www.iccm.co.uk
IFS UK LTD
Artisan, Hillbottom Road, High
Wycombe,Buckinghamshire HP12 4HJ
Contact: Christine Murphy
T: +44 (0)1494 428 900
F: +44 (0)1494 428 907
e: christine.murphy@ifsworld.com
W: www.ifsworld.com/uk
With almost 25 years experience of
service and maintenance, IfS Applications
meets the needs of the changing service
industry. Whether you provide oneoff
repairs or deliver large, complex
service projects, IfS Applications is a
market leading solution and has been
implemented at a range of leading service
providers around the world.
INFOmILL
Pentagon House, Sir Frank Whittle
Road,
Derby, Derbyshire DE21 4XA
T: +44 (0)1332 253 170
W: www.infomill.com
INFOrm
Fir Villa, Oldcastle Lane,
Threapwood
Malpas, Cheshire, SY14 7AY
T: +44 (0)8452 574 706
W: www.inform-ac.co.uk
INTermeC TeCHNOLOGIeS
Reading International Business Park,
Basingstoke Road, Reading,
Berks RG2 6DD
Contact: Phil Culverhouse
T:+44 (0)0800 4488 8844
e: infoeurope@intermec.com
W: www.intermec.co.uk
Intermec develops and integrates
products, services and technologies that
identify, track and manage supply chain
assets and information. core technologies
include rugged mobile computing and
data collection systems, bar code printers,
label media, and RfId. The company’s
products and services are used by
customers in many industries worldwide
to improve the productivity, quality and
responsiveness of business operations.
jObFLOW
Company Address: Highwood, Old
Dartford Road, Farningham, Kent
DA4 0EB
Sales Contact: John Arundel
T: 01322 518329
M: 07946 545559
Email: johnarundel@dmsystem.co.uk
Web: www.jobfl ow.co.uk
Jobflow SM software scales to any
business size, offering job allocation,
scheduling, status management,
timesheets, expenses, vehicles, stock,
ordering, invoicing, live reporting, optional
client web access and more. Integration
with destiny’s digital pen for instant data
from site and TomTom WORK for effi cient
navigation and tracking.
KIrONA
Barrington House, Heyes Lane,
Alderley Edge, Cheshire SK9 7LA
T: +44 (0)1625 585 511
W: www.kirona.com
LAWSON SOFTWAre
Building B, One Thames Valley,
Wokingham Road, Bracknell,
Berkshire
RG42 1NG
T: +44 (0)1344 360 273
W: www.lawson.com
LOGILITy
Rathbone House, 4a Heath Road,
Weybridge, Surrey KT13 8TB
T: +44 (0)1932 846 060
W: www.logility.com
mApmeCHANICS
Canal Court, 155 High Street,
Brentford,
Middlesex TW8 8JA
Contact: James Slater
T: +44 (0)2085 687 000
F: +44 (0)2085 687 400
e: sales@mapmechanics.com
W: www.mapmechanics.com
Specialists in routing and scheduling,
doordrop, fi eldforce and territory
planning optimisation. MapMechanics
scaleable solutions incorporate trusted

SERVICE MANAGEMENT
Digital EDition 28
Service Management, Mobile
& Scheduling Software
introducing
Solarvista…
Solarvista’s software solutions are designed for
companies that provide professional services or
market, sell, service and support equipment/
assets. They start working from the point of initial
lead/opportunity, through quotation, installation/
commissioning,order processing, servicing and
maintenance, to equipment/asset retirement and
replacement. And throughout this cycle, it delivers
a real competitive advantage. How? by streamlining
and automating business processes, eliminating
inefficiencies, highlighting revenue opportunities,
improving service level compliance, minimizing
downtime and automating billing. In short, it improves
customer service, drives down costs, maximizes
revenue and generates higher profits.
We’ve got the
experience you need…
Solarvista is an award-winning pioneer in the
development and implementation of integrated
Service Management, customer Relationship
Management (cRM), Mobile data and Scheduling
systems. no one knows more than we do because
we’ve built on over 14 years experience delivering
these types of solutions to thousands of users in more
than 20 countries. Our software is in use by all industry
types, large and small.
We’ll help you satisfy
Your customers…
Our solutions allow you to drive up service levels. They
allow you to tailor services to your customers’ needs.
They give you 360 degree cost visibility to enable
you to compete more effectively. They’ll reduce or
eliminate SlA violations and equipment downtime. In
short, you customers will be satisfied and stay loyal.
We’ll help you please
Your shareholders…
Whilst driving up service levels, our solutions drive
down costs. They reduce duplication and increase
work force utilization and productivity. They give
you the ability to increase revenue generation
opportunities. All this will deliver more to the
bottom line. Your board will see a remarkable return
on investment (ROI).
We’ll help you retain
Your employees…
Today’s world is a competitive place for employers.
Succeeding requires the very best quality of
employees at all levels. by delivering a tool that
improves customer satisfaction, personal job
satisfaction and staff morale also improves. Your
staff will be become more loyal.
We’ll make it easy to
implement in your Business…
Implementing our solution is a critical business
event. but it need not be a worry. Our experienced
professionals know how to get you from where you
are today, to where you need to be. And the world is
a small place to us. Our bases in north America and
Europe, together with our reseller network, allow us
to provide services wherever you need them.
We’ll keep you at the
leading edge of technology…
Investing in a Solarvista solution is an investment
for the future. Our continuous research &
development program ensures we’ll keep you at
the forefront of technology and practices. Our
associations and partnerships with the world’s
leading technology vendors ensure that our solutions
keep pace with the fast moving world of IT.
We make it affordable…
We recognize that different sizes of organizations
have different requirements. So, we offer several
editions and licensing options to suit all sizes.
Whether you wish to purchase licenses outright,
rent a solution, or use one of our “ready to go”
hosted systems via the Internet, we have the right
package for your size of business.
Solarvista 7 at a glance:
Solarvista 7 Service Management System
A complete, integrated business management
system consisting of:
Solarvista 7 Business Manager
Solarvista 7 Planner
Solarvista 7 Mobile Worker
Solarvista 7 MapTrak
Solarvista 7 Optimizing Scheduler
Solarvista 7 Customer Web Self Service
Solarvista 7 Workforce Mobilisation Platform
A system to integrate with legacy systems
facilitating the mobilisation of a field workforce,
consisting of:
Solarvista 7 Mobile Worker
Solarvista 7 Mobile Server
Solarvista 7 Planner
Solarvista 7 MapTrak
Solarvista 7 Optimizing Scheduler
Solarvista 7 Customer Web Self Service
CONTACT
Solarvista Software Limited,
18 Atlas Way, Atlas North,
Sheffield, S. yorks S4 7qq
T: +44 (0)114 221 1000
F: +44 (0)114 221 5000
W: www.solarvista.com
e: sales@solarvista.com

SERVICE MANAGEMENT
Digital EDition 29
A-Z lISTInGS
core technologies including the
latest in desktop, internet and mobile
deployment. Our customers have
seen savings in route planning time,
reduced operational costs, improved
productivity and enhanced customer
service. contact us now to discuss your
requirements.
mASTerNAUT THree x
Priory Park, Great North Road,
Aberford, Leeds LS25 3DF
T: +44 (0)1132 814 000
W: www.masternaut.co.uk
mArVAL
Stone Lodge, Rothwell Grange,
Rothwell Road, Kettering,
Northamptonshire NN16 8XF
T: + 44 (0)1536 714 328
W: www.marval-group.com
mIDWICH
Gilray Road, Diss. Norfolk IP22 4YT
T: +44(0)1379 649 200
W: www.midwich.com
mjC2
33 Wellington Business Park,
Crowthorne, Berkshire RG45 6LS
T: +44 (0)1344 760 000
W: www.mjc2.com
mObexx
The Heath, Runcorn, Cheshire WA7 4QX
T:+44 (0)8452 591 084
W: www.mobexx.co.uk
mObILe eNTerprISe
SySTemS LImITeD
Enterprise House, Westway
Business Centre, Marksbury, Bath
BA2 9HN
T: +44 (0)1173 250 505
W: www.mobile-enterprise.co.uk
mObILIS
Swan Centre - 9 Fischers Lane,
Chiswick, London W4 1RX
Contact: Dejan Draguljevic
T: +44 (0)2087 478 222
F: +44 (0)2087 478 224
e: infos@mobiliscase.com
W: www.mobiliscase.com
Mobilis, THE inventor of the permanent
protective and carry case! We design
and manufacture custom made cases
according to your device and end users
needs. Our solutions are available for
laptops, Tablet Pc, convertible,
HandHeld devices, SmartPhone &
blackberry! Also we have a full range of
innovative laptop bag and accessories to
secure your mobility.
mOmOTe
8 The Parks, Haydock, Newton-le-
Willows, Merseyside WA12 0JQ
Contact: Lynn Lackey
T: +44 (0)1942 295 999
F: +44 (0)1942 295 998
e: lynn.lackey@momote.com
W: www.momote.com
Momote is an expert in providing highly
customisable, web-based workflow
management software to a wide variety
of sectors including field Service,
distribution, Retail and construction,
creating efficiency and productivity
gains that guarantee an instant return on
your investment. current beneficiaries
include Autoglass, Iveco and Harvey’s
furniture Store amongst many others.
NAVmAN WIreLeSS UK
Innovation Centre 2, Keele
University, Science Park, Keele,
Staffordshire, ST5 5NH
Contact: Sales Team
T: +44 (0)8455 211 188
F: +44 (0)8452 414 737
e: info@navmanwireless.co.uk
W: www.navmanwireless.co.uk
navman Wireless uK is the country’s
largest provider of vehicle tracking
supplying more than 7,000 businesses
across eight countries. Its system allows
users to track, message and monitor their
fleet to maximise efficiency, profitability
and customer service. The company
has established an enviable reputation for
reliability and technological innovation.
NAVTeq b.V
Unit 2 Globeside Business Park
Fieldhouse Lane, Marlow, Bucks
SL7 1HZ
Contact: Ian Prentice
T: +44 (0)1628 480 918
F: +44 (0)1628 480 930
e: ian.prentice@navteq.com
W: www.navteq.com
nAvTEQ is the leading global provider
of digital map, traffic and location data
that enables navigation and locationbased
platforms around the world.
nAvTEQ® maps span 78 countries and
territories on six continents. nAvTEQ is
headquartered in chicago, Il, uSA, with
approximately 4,400 employees located
in 195 offices in 44 countries.

SERVICE MANAGEMENT
Digital EDition 30
A-Z lISTInGS
NeTmOTION WIreLeSS
4 Mandelbrote Drive, Oxford,
Oxfordshire OX4 4XG
Contact: Stef Coetzee
T: +44 (0)2081 442 332
F: +44 (0)2076 919 487
e: info@netmotionwireless.co.uk
W: www.netmotionwireless.com
netMotion Wireless is a software company
that enables organisations to maximise the
productivity of their mobile workforces.
The company’s Mobility XE mobile vPn
software allows mobile workers to maintain
and optimise mobile data connections as
they move in and out of wireless coverage
areas and roam between networks.
OpALTeC INTerNATIONAL LTD
118 Burcott Road, Avonmouth,
Bristol BS118AD
T: +44 (0)1179 160 810
W: www.opaltechnology.com
OpTICON LImITeD
960 Capability Green, Luton,
Bedfordshire LU1 3PE
T: +44 (0)1582 635 100
W: www.opticon.com
OrACLe
Oracle Parkway, Thames Valley
Park,Reading, Berkshire RG6 1RA
T: +44 (0)1189 924 000
W: www.orderwork.co.uk
OrION Web TeCHNOLOGIeS LTD
The Business Centre, Redditch,
WorcsB97 6HA
T: +44 (0)844 804 0909
W: www.orionwt.co.uk
pANASONIC COmpUTer
prODUCTS eUrOpe
(Toughbook mobile
computing solutions)
Panasonic House, Bracknell,
Berkshire, RG12 8FP
T: +44 (0)8709 079 079
W: www.toughbook.eu
pArAGON SOFTWAre
SySTemS
Allen Court, High Street, Dorking
Surrey RH4 1AY
T: +44 (0)1306 732600
W: www.paragonrouting.com
perVASIC
Baird House, 15-17 St. Cross Street,
London EC1N 8UW
Contact: Dominic Heath
T: +44 (0)7799 064 175
e: dominic.heath@percasic.com
W: www.pervasic.com
Pervasic provides advanced mobile
workforce management solutions for
some of the industries leading field
service businesses. We exchange timesensitive
information with corporate
back-office systems via a mobile device.
Our solutions, used by thousands of
mobile employees across a range of
industry sectors, improve productivity,
save money and enable faster and betterinformed
decision making.
pINpOINTerS TeLemATICS
Discovery Court Business Center,
551-553 Wallisdown Road, Poole,
Dorset BH12 5AG
T: +44 (0)1202 853 310
W: www.pinpointers.com
pODSySTem LTD
Greatworth Manor, Banbury, Oxon
OX17 2DX
T: +44 (0)1280 818 772
W: www.podsystem.com
ppr SOLUTIONS
70 St Mary A, London EC3A 8BE
T: +44 (0)2076 180 955
W: www.pprsolutions.co.uk
prOTeUS SOFTWAre
1730 Solihull Parkwa, Birmingham
Business Park, Birmingham B37 7YD
T: +44 (0)1217 177 474
W: www.proteussoftware.com
pSION TeKLOGIx (UK) LTD
Unit Q, Bourne End Business Park,
Cores End Road, Bourne End
Bucks SL8 5AS
Contact: Hannah Moule
T: +44 (0)1628 648 800
F: +44 (0)1628 648 810
e: Hannah.Moule@PsionTeklogix.com
W: www.PsionTeklogix.com
Psion Teklogix helps mobile workers
get more done, add more value, and
delight more customers. Our rugged
mobile computers are designed, built and
supported to maximise Return on Mobility.
Psion Teklogix’s Return on Mobility helps
the most progressive field service, logistics,
supply chain and transportation companies
stay ahead. visit www.psionteklogix.co.uk
qmS SOFTWAre
81 Oxford Street, London W1D 2EU
T: +44 (0)8704 460 052
W: www.qms-software.com
qUArTIx LImITeD
Chapel Office, Park Street,
Newtown, Powys SY16 1EE
Contact: Alison Ashley
T: +44 (0) 870 0136 663
F: +44 (0) 1686 628774
e: enquiries@quartix.net
W: www.quartix.net
Over 2,000 uK businesses choose the
Quartix real time web based vehicle
tracking system to hone fleet efficiency,
help with duty of care responsibilities,
comply with tax and working time legislation.
With over 21,000 systems installed the

SERVICE MANAGEMENT
Digital EDition 31
benefit from
Experience
At SERVICEPower, our focus is on delivering
best-in-class service operations to a wide variety
of clients in multiple industries. Our solutions
and services greatly improve productivity and
eliminate waste within the service operation.
SERvIcEPower Technologies Plc is headquartered
in Stockport, uK, with offices across the uSA. We
also operate with a number of partners across Europe,
Africa and Asia Pacific.
SERvIcEPower is a developer and supplier
of scheduling software for the cRM, Service
Management and Insurance markets.
We provide a suite of products and services that
enable companies to maximise the effectiveness of
their field service personnel by ensuring an optimal
balance between the cost of operations and customer
satisfaction.
Our technology allows clients to locate, schedule
and route field service engineers in real time while
ensuring they have the correct mix of skills.
Where an organisation has no in-house field service
personnel, SERvIcEPower offers a fully outsourced,
white-labeled network of independent field service
engineers across multiple industries and trades.
SERvIcEPower also provides warranty chain
management, call centre services and business
intelligence for manufacturers, retailers and TPAs.
customers include blue-chip companies such as GE,
Marsh and Siemens and our solutions are offered
throughout the uS, canada, the uK, Europe and Asia.
SERViCEScheduling enables a service
organisation to address the three key service delivery
challenges:
Offering a consistently higher level of customer
service
Reducing the cost of service delivery
Growing service business revenue and
profitability
SERViCEScheduling puts users in control of all
aspects of service execution, allowing them to adapt
their business processes and service offerings quickly
and easily, in the face of changing market forces.
SERViCEgPS delivers time-stamped event reports
on travel routes, average speed and other important
data which can dramatically improve worker safety,
travel costs and vehicle maintenance practices.
SERViCEoperations provides the connection
between manufacturers, retailers or third-partyadministrators
and the service engineer network that
needs to be managed. The service is delivered on a
SaaS basis, includes full warranty chain management
and call centre services and is fully hosted by
SERvIcEPower. SERvIcEOperations – WInnER
for web-based cRM software at the 2009 Software
Satisfaction Awards.
SERViCEStats provides service managers with
day-to-day and strategic analysis of operational
performance. The solution provides detailed
information from individual products of repairs, through
to repairs by geography or cause of repair. In addition
SERvIcEStats offers analysis on individual service
centres or field technicians.
SERViCEoutsourcing - Tap into the “do It for
Me” segment with SERvIcEOutsourcing, our turnkey
outsourced field services, supporting multiple
trades, and applicable to retail, manufacturing, and
distribution. SERvIcEOutsourcing recruits, trains,
certifies and optimises the performance of its
network of global field service personnel which can
be offered to any organisation that either desires a
field service network but cannot build one, or wishes
to outsource its existing field service operations.
SERvIcEPower has also recently launched
SERvIcEStore, an exclusive spend management
system developed to help service-industry
professionals increase their profitability, by
leveraging the buying power of thousands of service
companies and gain access to discounted products
and services in key spend areas such as (parts,
insurance, fuel).
CONTACT
mark Homer
T: +44 (0)1614 762 277
F: +44 (0)1614 808 088
W: www.servicepower.com
e: info@servicepower.com

SERVICE MANAGEMENT
Digital EDition 32
A-Z lISTInGS
Award winning Quartix system combines
the latest technology with ease of use
offering all the features expected of today’s
comprehensive tracking systems. This
robust customer focused solution comes
complete with fixed pricing, free product
enhancements and no hidden charges.The
Quartix system can be purchased, leased or
simply used on a pay as you go basis.
rDC ICT ASSeT reCOVery
SerVICeS
1 Freebournes Road, Witham,
Essex CM8 3UN
T: +44 (0)1376 503 600
W: www.rdc.co.uk
reDzebrA SOFTWAre LTD
Crendon House, Drakes Drive,
Long Crendon, Bucks HP18 9BB
T: +44 (0)1844 202 618
W: www.redzebrasoftware.com
rOmex
22 Wadsworth Road, Perivale,
Greenford, Middlesex UB6 7JD
Contact: Jason Laight
T: +44 (0)8081 230 321
F: +44 (0)2089 981 424
e: Jason.laight@romexworld.com
W: www.romexworld.com
Romexworld ltd the Mobile Application
Service Provider (MASP) provides
an automated GPS tracking software
system for multiple businesses that
detects the user is in a moving vehicle or
not. Therefore giving accurate mileage
and journey information from a GPS
Smartphone. The software enables
efficient management of mobile workers
doubling as a lone worker protection
solution with handset panic button facility.
Additional Module include Job allocation
and management.
rOyAL mAIL SpeCIALIST
SerVICeS
Royal Mail CS Ltd,Unit 2,
The Forum,Minerva Business Park,
Lynch Wood, Peterborough PE2 6FT
Contact: David Grimshaw
T: +44 (0)7802 218 891
e: david.grimshaw@royalmail.com
W: www.royalmail.com/relay
Royal Mail Relay® is a high-quality
flexible service to ensure you can
get parts and materials to your field
workforce either through the largest
Pick-up, drop-Off network in the uK or
via other delivery options such as home,
in-boot, or unattended delivery.
rUGGeD mObILe SySTemS LTD
Sandbach Enterprise Centre, Wesley
Avenue, Sandbach, Cheshire CW11 1DG
T: +44 (0)8456 520 816
W: www.rm-systems.co.uk
ryzex pLC
Bumpers Way, Bumpers Farm,
Chippenham, Wiltshire SN14 6LH
T: +44 (0)8704 134 444
W: www.ryzex.com
SANDpIper COrpOrATION LTD
Lansdowne Court, Bumpers Way,
Chippenham, Wiltshire SN14 6RZ
Contact: Mr Simon Hagenbuch
T: +44 (0)8454 566 671
F: +44 (0)8454 566 672
e: simonh@sandpiper-corp.co.uk
W: www.sandpiper-corp.co.uk
Sandpiper is a leading systems integrator
of wireless, AutoId and mobile computing
technologies. Sandpiper’s solutions ensure
that everyone in your organisation from
mobile workers to management have
the most accurate and timely information
available to make more informed
decisions, respond faster to customers and
drive higher productivity from the field.
SAp UK LTD
UK Headquarters, Clockhouse
Place, Bedfont Road, Feltham,
Middlesex
TW14 8HD
T: +44 (0)8706 044 000
W: www.sap.com/uk
SeLeCT COmpUTer
SySTemS LTD
Dean Clough, Halifax, West
Yorkshire
HX3 5AX
Contact: Graham
T: +44 (0)1422 344 943
e: sales@select-cs.co.uk
W: www.select-cs.co.uk
Selectnet field Service Management
Software – complete integrated solutions
with custom configuration, development
and a 20 year pedigree. PdA and
netbook web options for engineers
(realtime and poor signal options with
signatures). Web page integration
options for customers. call centre and
contract Management, Multi location
Stock, Orders, Quotes, Automated
billing, Meters and various Accounts
options. Scalable from 2 to 500 users and
also available as a fully managed hosted
solution on low cost monthly basis.
SerVICe mANAGemeNT
mAGAzINe
Ludgate House, 245 Blackfriars
Road, London SE1 9UY
Contact: Rebecca Soni
T: +44 (0)2079 553 995
F: +44 (0)2079 218 549
e: rebecca.soni@ubm.com
W: www.servicemanagement365.com
The leading journal for the uK field
service and service management market
delivering information and ideas to senior
professionals for over 20 years. The
editorial content and high distribution
make Service Management magazine a
proven platform for companies to market
their products and services.

SERVICE MANAGEMENT
Digital EDition 33
A-Z lISTInGS
SerVICepOWer
Petersgate House, St. Petersgate,
Stockport, Cheshire SK11HE
Contact: Mark Homer
T: +44 (0)1614 762 277
F: +44 (0)1614 808 088
e: m.homer@servicepower.com
W: www.servicepower.com
At SERvIcEPower, our focus is on
delivering best-in-class service operations
to a wide variety of clients in multiple
industries. Our solutions and services
greatly improve productivity and eliminate
waste within the service operation.
SerVIGISTICS
Servigistics House, Wotton-under-
Edge
South Gloucestershire GL12 8QH
T: +44 (0)1454 419 191
W: www.servigistics.com
SGSA LImITeD
Enterprise House, 5 Roundwood
Lane,
Harpenden, Hertfordshire AL5 3BW
Contact: Steve Brand
T: +44 (0)8453 306 457
F: +44 (0)8453 306 458
e: enquiries@sgsa.com
W: www.sgsa.com
SGSA provides training and
accreditation for the service and
support industry. career development
is available for every role in the
organisation, from contact centre
staff through field engineers to the
management team. These interactive
courses are taught globally and provide
the skills your people need to maintain a
competitive edge.
SKeye
Metric House,Westmead Industrial
Estate, Westlea, Swindon SN5 7AD
Contact: Andreas Gimpel
T: +44 (0)1793 647 942
F: +44 (0)1793 647 822
e: info@skeye.com
W: www.skeye.com
Skeye Mobile Terminals & Solutions
Skeye is one of Europe´s largest
manufacturers of Mobile Terminals
and offers system solutions for field
services and retail. Its product range
comprises of flexible and user friendly
mobile terminals. In the uK the RAc
Royal Automobile club trusts in a Skeye
mobile solution for fleet and service
management.
SKILLWeb.CO.UK
Grafton House, Grafton Street,
High Wycombe, Bucks HP12 3AJ
T: +44 (0)8700 707 077
W: www.skillweb.co.uk
SOLArVISTA SOFTWAre
LImITeD
18 Atlas Way, Sheffield
South Yorks S4 7QQ
Contact: Sales Department
T: +44 (0)1142 211 000
F: +44 (0)1142 215 000
e: sales@solarvista.com
W: www.solarvista.com
Solarvista specialises in delivering
integrated Service Management,
customer Relationship Management
(cRM), Mobile and Scheduling
solutions for organisations that market,
sell, service and support equipment/
assets or provide professional services.
In addition, we provide Workforce
Mobilisation software for integration
with existing systems. Our products are
used by companies of varying sizes, from
blue chip to SME in over 20 countries.
W e Manage Mobility
SOTI INC.
30-5155 Spectrum Way, Mississauga
Ontario L4W5A1
Contact: Ron Hassanwalia
T: +1 905 624 9828 wxt 22411356
F: +1 905 624 3242
e: sales@soti.net
W: www.soti.net
SOTI Inc develops industry-leading
technology that solves the unique
challenges of Managing, Supporting,
Securing and Tracking remote mobile
and desktop computing devices. Over
80,000 customers and 300 local partners
across all market verticals and in over
120 countries employ SOTI’s technology
to manage hundreds of thousands of
mobile devices.
SpIrIT DATA CApTUre LTD
Building 7,Sutton Quays Business
Park, Sutton Weaver, Cheshire WA7
3EH
T: +44 (0)1928 718 800
W: www.spiritdatacapture.co.uk

SERVICE MANAGEMENT
Digital EDition 34
Eagle field
Service
The complete Field Service solution.
during these challenging and competitive times,
service management companies are increasingly
looking towards effective software and mobile
management solutions to ensure they maintain
valuable client contracts into the future. finding the
‘best of the best’ in integrated systems and ensuring
that you do not have to compromise on functionality
are the vital components when investing in software
for the future.
The Eagle field Service solution from Exel computer
Systems stands out from the crowd as a complete &
fl exible service management solution also providing
real-time information and resources to fi eld based
engineers delivered directly to their mobile or
touchscreen device.
Exel computer Systems have been established in
the uK as a business systems author since 1985, and
their Eagle field Service product is leading the way
in advanced and fl exible field Service Management
software. built using the latest innovative Internet
technology our solution delivers unprecedented levels
of control and visibility to fi eld service businesses.
Eagle field Service is an ‘end to end’ solution enabling
companies to increase effi ciency and customer
service, maximise profi ts and build competitive
advantage.
Our technology also allows Service Engineers real
time access to jobs, schedules and mobile data and
then relays that information directly to the back offi ce
management system, ensuring that company wide
mobile data and offi ce-based information is unifi ed
throughout.
The Eagle field Service solution offers essential
functionality, complete automation of business
processes and management features for fi eld service
businesses:
Integrated & defi nable Workfl ow
Full Document Management
Customisation Toolkits
Contact Management & CRM
Tracking of maintenance quotations, contracts
& asset management
Case / call logging including helpdesk
Scheduling of jobs including mapping &
tracking
Remote worker / mobile data
Full purchasing & stock management control
Contract & Chargeable work invoicing (SOR)
Web portal: customer, engineer & subcontractor
Management reporting
At the core of our solution lies toolset technology
that future proofs your investment in Eagle field
Service. The built-in Workfl ow and customisation
Toolsets ensure that as your business processes
change or your customer requirements grow, the
Eagle field Service solution can be adapted to meet
these changes by empowering you to change the
system without needing to involve the software
author.
The Eagle field Service management system will
make sure that you stay ahead of the competition
and most importantly give your customers and your
internal users the functionality they demand.
CONTACT
exel Computer Systems
bothe Hall
Sawley
Long eaton
Notts NG10 3xL
T: +44(0)1159 460 101
W: www.eaglefi eldservice.com
e: enquiries@eaglefi eldservice.com

SERVICE MANAGEMENT
Digital EDition 35
A-Z lISTInGS
STrATUm
Unit B9, Ballymount Corporate Park,
Ballymount Avenue Upper, Dublin 24
Dublin, Ireland
T: +353 (0)14 050 526
W: www.stratum.ie
SUNrISe SOFTWAre
50 Barwell Business Park,
Chessington,, Surrey KT92NY
T: +44 (0)2083 919 000
W: www.sunrisesoftware.co.uk
SySTemSLINK TWO LTD
The Old George House, 4 High Street,
Lavendon, Bucks MK46 4EX
Contact: Richard Mountford
T: +44 (0)8702 241 256
F: +44 (0)8702 241 257
e: sales@systemslink.co.uk
W: www.systemslink.co.uk
We manufacture cases to suit any handheld
or portable device however complex
the shape. using either soft leather or
synthetic materials, we can design a case to
suit your requirements.
TAAp LImITeD
Kinetic Centre, Theobald Street,
Borehamwood, Hertfordshire
WD6 4PJ
Contact: Paul George
T: +44 (0)8452 309 787
F: +44 (0)2083 871 763
e: webenquiry@ontaap.com
W: www.ontaap.com
TAAP provides mobile workforce software
applications for service management
companies in all industries. Whether you
have only a few mobile workers or a few
hundred, TAAP’s customised solutions
can help you to reduce processing time,
eliminate paper, and reduce fuel & travel
costs. Our solutions integrate easily with
existing software.
TAbS Fm LTD
Unit 9, The io Centre, The Royal
Arsenal, Skeffi ngton St, Woolwich,
London SE18 6SR
T: +44 (0)8445 560 488
W: www.tabsfm.com
The Barcode Warehouse Limited
Telford Drive, Newark, Notts. NG24 2DX
+44 (0) 1636 602036
E: solutions@thebarcodewarehouse.co.uk
W: www.thebarcodewarehouse.co.uk
Laptop case
PDA case
PROTECTIVE & CARRY CASES
NORM
Holster
IK
International
mechanical
Impact norm
Independant laboratory approved
MOBILIS UK Swan Center - 9 Fishers Lane - Chiswick - LONDON W4 1RX
Tel.: 0 208 747 8222 - infos@mobiliscase.com
Tablet PC case
Hand Held case
Maximise the
productivity of your
mobile workforce
One of the UK’s leading
data capture solutions
providers, The Barcode
Warehouse offers:
Project scoping
Device procurement
& provisioning
Deployment
Helpdesk support
Remote management
Device replacement
& re-deployment
Repair service
Reporting
Over 40,000 devices
already installed &
supported in the field.
Mobilis design and manufacture
protective cases for every laptop,
tablet Pc, PDA, hand-held, etc.
Tailor made and customizable
to suit your end user needs, our
cases will protect against all
damages in the most demanding
environments.

SERVICE MANAGEMENT
Digital EDition 36
A-Z lISTInGS
TbS mObILITy
Ironstone House, Kedleston Close,
Belper, Derbyshire DE56 1TZ
Contact: Please ask for our Mobility
Specialists
T: +44 (0)1773 596 900
F: +44 (0)1773 596 901
e: sales@tbsmobility.com
W: www.tbsmobility.com
TbS Enterprise Mobility are a leading
provider of mobile computing solutions
to utilities, fM, Automotive, lG and field
service organisations in the uK, Europe and
beyond. Our TaskMaster solution is fully
scalable, highly secure, and allows rapid
application development in days rather than
months. Please call for free demonstration.
TeLeCeTerA LTD
Carden Close, Worcester,
Worcestershire WR1 2AR
T: +44 (0)1905 612 220
W: www.telecetera.co.uk
TeLeWAre pLC
TeleWare House, York Road, Thirsk
North Yorkshire YO7 3BX
T: +44 (0)1845 526 830
W: www.teleware.com
TeSSerACT
1 Newmans Row, Lincoln Road, High
Wycombe, Buckinghamshire HP12
3RE
T: +44 (0)1494 465 066
W: www.tesseract.co.uk
TeSTLINK SerVICeS LTD
1 Factory Road Poole, Dorset BH16 5SJ
T: +44 (0)1202 627 100
W: www.testlink.co.uk
THe bArCODe
WAreHOUSe LTD
Telford Drive, Newark Industrial
Estate,Newark, Nottinghamshire
NG24 2DX
Contact: Rob Barton
T: +44 (0)1636 602 025
F: +44 (0)8000 426 121
e: rob.barton@thebarcodewarehouse.co.uk
W: www.thebarcodewarehouse.co.uk
One of the uK’s leading data capture
solutions providers, The barcode
Warehouse offers hardware and
managed services to help clients
maximise productivity and profitability.
With over 40,000 devices already
supported in the field The barcode
Warehouse provide project scoping,
device provisioning, deployment, help
desk support, remote management,
maintenance and repair.
TNT SpeCIAL SerVICeS
Holly Lane, Atherstone
Warwickshire CV9 2RY
Contact: Alan Runacus
T: +44 (0)1827 303 030
F: +44 (0)1827 318 820
e: alan.runacus@tnt.co.uk
W: www.tnt.co.uk
Whatever needs to be delivered,
wherever it’s got to go, you can rely on
TnT to get the job done. Whether its
purpose-trained couriers capable of
performing technical checks, installing
and replacing equipment, or instant
access to additional resources to get
parts to your customers and field
engineers fast.
TnT can-do.
TOA TeCHNOLOGIeS/
AbOUTIme
7 Ely Place, London EC1N 6RY
Contact: Jeremy Squire, Aboutime
T: +44 (0)7976 105 027
e: jeremy.squire@aboutime.co.uk
W: www.toatech.com
TOA ETAdirect modules include capacity
management, schedule optimisation,
mobile communications and predictive
customer notifications; providing
superior customer experience and
operational efficiency. TOA is leader in
Software-as-a-Service (SaaS) solutions
for customer-focused mobile workforce
management; customers range 70 to
7,000 users across multiple industries.
Aboutime is the uK’s TOA reseller.
TOmTOm WOrK
286 Euston Road, London NW1 3AS
Contact: Jeremy Gould
T: +44 (0)2072 559 774
F: +44 (0)2072 559 770
e: sales.uk@tomtomwork.com
W: www.tomtomwork.com
TomTom WORK, the vehicle tracking
and fleet management division of
TomTom, provides businesses with
easy to use, innovative, affordable and
scalable solutions for the management
and control of vehicle fleets of any
size. The solution provides connected
navigation: smart combination of
navigation, two-way communication,
tracking & tracing, order management
and reporting through TomTom
WEbflEET.
TOUCHSTAr TeCHNOLGIeS
7 Commerce Way, Trafford Park,
Manchester M17 1HW
T: +44 (0)1618 745 050
W: www.touchpc.com

SERVICE MANAGEMENT
Digital EDition 37
A-Z lISTInGS
TrACer mANAGemeNT
SySTemS
Redhill Road, Hay Mills
Birmingham B25 8EY
T: +44 (0)1212 501 027
W: www.tracersystems.co.uk
TrACKer NeTWOrK (UK)
LTD
Otter House, Cowley Business Park,
High Street, Cowley, Middlesex
UB8 2AD
T: +44 (0)1895 234 567
W: www.tracker.co.uk
TrAKm8 LImITeD
Lydden House, Wincombe Business
Park, Shaftesbury, Dorset SP7 9QJ
T: +44 (0)1747 858 444
W: www.trakm8.com
TrIAGe
Triage Services Limited,
1st Floor, Meadway Court,
Stevenage, Herts SG1 2EF
Contact: Gary Moinet
T: 01438 213 000
F: 01438 213 001
e: moinetg@triage-services.com
W: www.triage-services.com
As the uK’s leading independent IT
repair and re-utilisation specialists,
Triage provides world-class repair,
refurbishment and configuration services
for a wide range of desktop and network
products, as well as specialist banking,
ATM, retail, POS and barcode scanning
products. Solutions encompass
return-to-base repairs through to
full outsourcing and ‘built-to-order’
managed service options.
TrImbLe mrm LTD
1 Bath Street, Ipswich, Suffolk IP2 8SD
Contact: Caroline Verlaine
T: +44 (0)1473 696 300
F: +44 (0)1473 696 444
e: caroline_verlaine@trimble.com
W: www.trimble.com/ukmrm
Trimble MRM is a global leader in end
to end solutions which help manage
your work, workers and assets out in the

SERVICE MANAGEMENT
Digital EDition 38
A-Z lISTInGS
field. Giving complete visibility of how
field operations are running, Trimble
uniquely integrate intelligent scheduling,
advanced vehicle tracking, diagnostics
and mobility solutions to deliver
compelling cost savings simply and easily
UNIqUe ID LImITeD
Unit 1 Barnes Wallis Court,
Wellington Road, Cressex
Business Park, High Wycombe,
Buckinghamshire HP12 3PS
Contact: Mr Mike Knowles-Leak
T: +44 (0)1494 511 022
F: +44 (0)1494 511 033
e: sales@uniqueid.co.uk
W: www.uniqueid.co.uk
uniqueId is a leading supplier of
handheld terminals, barcode label
printers, RfId solutions, media,
hardware and software solutions; and
partners with market leaders including
Zebra Technologies, Honeywell
Scanning and Mobility, Motorola and
Toshiba-TEc. In addition, uniqueId’s
extensive repair centre allows for
support and maintenance of hardware
from almost any manufacturer.
UNITeCH eUrOpe bV
Unitech Europe, Kapitein
Hatterasstraat 19. 5015 BB Tilburg,
The Netherlands
T: +44 311 346 09292
W: www.unitech-europe.com
VIGO SOFTWAre LTD
The Old Forge, Hewell Lane,
Tardebigge, Worcestershire
B97 6QL
T: +44 (0)1527 551 500
W: www.vigosoftware.com
VIVANTIO SerVICe DeSK
25-31 Boulevard,
Weston-super-Mare,
Somerset BS23 3EX
T: +44 (0)1934 424 840
W: www.vivantioservicedesk.com
WHeATLey ASSOCIATeS
Bacton Technology Park, Broad
Road, Bacton, Suffolk IP14 4HN
T: +44 (0)1449 781 001
W: www.wheatley-associates.com
WIreLeSS SerVICe
mANAGemeNT LTD
19 Hook Street, Wootton Bassett,
Wiltshire SN4 8EF
Contact: Andy Fox
T: +44 (0)8456 430 298
e: sales@wirelesssm.co.uk
W: www.wirelesssm.co.uk
WSM offers a unique Service
Management system using digital Pen
Technology. We can cater from small
start up businesses using our online
WSM digital Pen lite system to a multi
office system with our flagship product,
WSM digital Pen Plus. All our customers
experience significant cost savings using
our system.
WOrKWISe-ONLINe .COm
Leonard House, 308 Winwick Road,
Warrington, Cheshire WA2 8JE
T: +44 (0)8456 066 365
W: www.workwiseonline.com
x2 COmpUTING LImITeD
2/6 Bond Induistrial Estate,
Evesham,
Worcestershire WR11 7RL
Contact: Joy Dimond
T: +44 (0)1386 830 082
F: +44 (0)1386 830 032
e: jdimond@x2mc.co.uk
W: www.x2mc.co.uk
X2 computing is one of the uK’s fastest
growing providers of high performance,
rugged mobile computing solutions and
technologies with customers in a wide
range of market sectors including field
service, retail, and logistics. It delivers
bespoke solutions using a range of
innovative tablet computers, ultra-rugged
tablets, handheld Pcs and laptops.
xmbrACe LImITeD
CP House, Otterspool Way,
Watford,
Hertfordshire WD25 8HP
Contact: Nick Jeffreys
T: +44 (0)2079 535 043
F: +44 (0)1923 650 344
e: sales@xmbrace.com
W: www.xmbrace.com
Xmbrace is the market leader in the
provision of dynamic appointment and
workforce scheduling solutions to the
uK Public Sector. With OPTI-TIME an
organisation can implement a corporate
resource booking system to drive
efficiencies from the most complex
environments but simple enough to
run and administer even basic booking
requirements.
xperIeNCe... mObILe
COmpUTING SOLUTIONS
25 Paterson Road, Wellingborough,
Northamptonshire NN8 4BZ
T: +44 (0)1933 233 772
W: www.xperience-group.com
zAFIre LTD
10 Manor Park, Banbury,
Oxfordshire
OX16 3TB
Contact: Dan Barber
T: +44 (0)7795 074 728
F: +44 (0)1295 701 819
e: dbarber@zafire.com
W: www.zafire.com
Zafire are specialist in delivering Service
Management software solutions to
business. Our flagship product Smart is
extensively used by many organisations,
providing them with an architecture
which is adaptable and able to meet
challenging business needs. As
authors of Smart we deliver product
customisation, consultancy and on-going
support to our clients.